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 46 of 71

COMPANY TYPE OF FIRM CEO RESPONSE Northern Lights Exteriors Denver, Colo. northernlightsexteriors.com 95.24% GQ All-time Recommend Rate 97.06% GQ 2018 Recommend Rate 400 Number of Jobs in 2018 Full-service Remodeler + Home Improvement/ Replacement James Hooven APPROACH TO PROBLEM RESOLUTION: Northern Lights Exteriors will do a preconstruction walk with all customers prior to job start date. During that meeting, our project manager, production manager, crew leader and homeowner all meet on-site to review the entire scope of work. All questions are answered at that time to make sure everyone understands what work will be done and even what unforeseen may come up. We ensure our production manager and crew leaders speak fluent Spanish so nothing is lost in translation between Northern Lights Exteriors' team and crew. We also send out communication prior to [project] start, letting the client know to call the production manager, project manager or office if any questions come up while the crew is on site. Paragon Construction Company LLC Midlothian, Va. paragonrva.com 98.36% GQ All-time Recommend Rate 100% GQ 2018 Recommend Rate 69 Number of Jobs in 2018 Full-service Remodeler Jeremy Shank USING AND HANDLING RATINGS AND REVIEWS: We are working on better utilizing the high reviews we received from GuildQuality on social media. Currently, we have created an in-house, two-sided brochure that has our reviews and scores on one side and a description of GuildQuality on the other. This brochure is used as part of our sales process. During all initial appointments, our customer adviser shows the brochure's front side to customers and uses the reviews as a selling tool. At the final warranty walkthrough, the customer adviser will pull out the same brochure, review what GuildQuality is and our scores, then explain how the customer can expect to be contacted. It has been a good tool for us and seems to be working. Pathway Design & Construction Seattle, Wash. pathwaydc.com 99.08% GQ All-time Recommend Rate 100% GQ 2018 Recommend Rate 22 Number of Jobs in 2018 Design/Build + Full-service Remodeler Paul Kocharhook DELIVERING QUALIT Y WORKMANSHIP: We took several measures to ensure consistency with our quality of work and our trade partners; we created a subcontractor agreement and Pathway standard product specifications. The subcontractor agreement is a written agreement between Pathway and the subcontractor about job expectations. The Pathway standard product specifications are a list that outlines our approved products to use on our jobsites. Because our core service is healthy home remodeling, we create highly functional living spaces through smart design and eco-friendly, healthy and energy- efficient products and practices. Our health focus extends to care and management in our building practices too, especially air quality—a critical element as most of our clients live on-site through construction. So our methods, procedures and practices are different, and we expect our trade partners to follow them as our extended Pathway family. Patriot Roofing LLC Gig Harbor, Wash. patriotroofing.biz 97.08% GQ All-time Recommend Rate 97.48% GQ 2018 Recommend Rate 250 Number of Jobs in 2018 Home Improvement/ Replacement Stephen Campbell DELIVERING QUALITY WORKMANSHIP: To ensure quality standards are met on each job, we spend approximately 120 hours per year, per employee in training classes put on by industry experts as well as in-house training. We also have our in-house quality control manager inspect and grade every project so we can keep a running total (posted for all to see) for each crew on how they are performing. This immediate feedback helps them to improve their quality of work, and it also allows for healthy competition among the crews. Philbin Construction & Remodeling Co. Mokena, Ill. remodelwithus.net 98.31% GQ All-time Recommend Rate 100% GQ 2018 Recommend Rate 31 Number of Jobs in 2018 Full-service Remodeler Matt Philbin APPROACH TO PROBLEM RESOLUTION: By design, all of our contracts and other signed documents are very clear and detailed. We want the client to have a thorough understanding of what each project includes and (in some cases) what it does not include prior to their commitment and prior to the start of work. Once the project begins, clients are constantly updated by field employees as well as project managers as to what is being done that day and the next. We feel that keeping communication open and being transparent with our clients helps avoid these situations in the overwhelming majority of our projects. QualifiedRemodeler.com July 2019 47

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