Qualified Remodeler Magazine

JUL 2019

Qualified Remodeler helps independent remodeling firms to survive, become more professional and more profitable by providing must-have business information, namely best business practices, new product information and timely design ideas.

Issue link: https://qualifiedremodeler.epubxp.com/i/1141105

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Page 39 of 71

COMPANY TYPE OF FIRM CEO RESPONSE Byers Enterprises Grass Valley, Calif. thatsbyers.com 96.83% GQ All-time Recommend Rate 93.07% GQ 2018 Recommend Rate 1,652 Number of Jobs in 2018 Home Improvement/ Replacement Ray Byers and Ray Byers Jr. DELIVERING QUALIT Y WORKMANSHIP: To ensure quality and satisfaction, we train crews on an ongoing basis. We use a third-party survey company to make sure our clients are happy and review issues with the crews at bi-weekly production meetings. Our quality assurance manager [completes] follow-up inspections. When issues outside of our protocol are seen, digital photos are taken and shared with the crew so all members can review the issue. Another valuable tool is the "before" photos that sales capture during a pre-sale visit. These photos have saved us countless hours and resources in cases where clients see things they never noticed before we arrived to work. Callier & Thompson Kitchens, Baths, Appliances Manchester, Mo. callierandthompson.com 100% GQ All-time Recommend Rate 100% GQ 2018 Recommend Rate 61 Number of Jobs in 2018 Full-service Remodeler Bob Strate and Carolyn Beard APPROACH TO PROBLEM RESOLUTION: We focus on setting realistic expectations through all phases of the project. We have also implemented several inter-company communication tools, helping to eliminate issues upfront. Aside from that, we've worked diligently at sending the message to everyone in our company, including subcontractors, that we are always going to do the right thing no matter what it takes. While we strive for perfection, we know that mistakes happen. We handle those mistakes the right way for our customers. Capitol Window and Door Bowling Green, Ky. capitolwindowanddoor.com 99.5% GQ All-time Recommend Rate 100% GQ 2018 Recommend Rate 86 Number of Jobs in 2018 Home Improvement/ Replacement Alan Cannon DELIVERING QUALIT Y WORKMANSHIP: Our installers are highly skilled and trained. We have a small staff of professional installers and many of our prospective customers are aware of our installers' reputation and skills before we ever interact with them. We are proud of our reputation in the community of providing outstanding products and unparalleled installation. Carolina Exteriors Plus, LLC Apex, N.C. carolinaexteriorsplus.com 96.32% GQ All-time Recommend Rate 97.5% GQ 2018 Recommend Rate 200 Number of Jobs in 2018 Home Improvement/ Replacement Clifton Muckenfuss and Wesley Newton DELIVERING QUALIT Y WORKMANSHIP: 1) All crews are thoroughly vetted either through our manufacturing partners or by our in-house grading system. We will visit a current jobsite that a potential candidate/crew is working on and perform a jobsite audit and quality control inspection. 2) Project managers attend frequent internal training and quality meetings to discuss and review installation procedures, protocols, etc. 3) Project managers oversee crews of various types and size and review their work throughout the project to ensure it not only meets manufacturer's specs but also internal quality specs. 4) Project managers are evaluated based on the quality scores their crews receive. Case Design/Remodeling of San Jose San Jose, Calif. casesanjose.com 96.56% GQ All-time Recommend Rate 100% GQ 2018 Recommend Rate 36 Number of Jobs in 2018 Design/Build + Full-service Remodeler Jim Kabel DELIVERING QUALIT Y WORKMANSHIP: From a proactive point of view, we set clear, quality expectations with our own craftspeople and our trade partners during the design cycle. We spell out these expectations in our subcontracts and create detailed elevations in our drawings for everyone on the production side to not only understand design details but the intent. Our designers review finish bids with tile, custom cabinet, countertop, cabinet and flooring partners, and always go on-site at the beginning of key phases, such as tile setting, to leave nothing to chance. We also photo-document key phases of the production process in our "daily logs" on our project management system. This helps communicate the "inside the wall" and other construction details that clients may not always appreciate or be able to see during their busy work days or if living off-site during the remodel. 40 July 2019 QualifiedRemodeler.com SPECIAL REPORT

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