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

Contents of this Issue


Page 47 of 71

COMPANY TYPE OF FIRM CEO RESPONSE Quality Cut Design Remodel Minneapolis, Minn. qualitycut.net 95.35% GQ All-time Recommend Rate 100% GQ 2018 Recommend Rate 25 Number of Jobs in 2018 Design/Build Kent Tsui, CR, CRPM DELIVERING QUALIT Y WORKMANSHIP: We try and complete as much of the work within our own company so we can control as much as possible. And the subcontractors we do use we have a very long relationship with them, so they are almost just an extension of our company. Quillen Bros Inc. Bryan, Ohio quillenbrosinc.com 93.74% GQ All-time Recommend Rate 94.8% GQ 2018 Recommend Rate 409 Number of Jobs in 2018 Home Improvement/ Replacement Robert Quillen USING AND HANDLING RATINGS AND REVIEWS: Two to seven days after the installation, we schedule an appointment with the customer to have our company ambassador show up. He delivers them a small gift, takes pictures of the customer for social media purposes, and we ask for reviews while we are there. Re-Bath of The Triad/Triangle/ Wilmington/Myrtle Beach Greensboro, N.C. triadrebath.com trianglerebath.com wilmingtonrebath.com 94.89% GQ All-time Recommend Rate 94.84% GQ 2018 Recommend Rate 974 Number of Jobs in 2018 Bath Specialist Tim Koehler APPROACH TO PROBLEM RESOLUTION: Every employee who touches a customer's job has a system in place to double check that we ordered the materials correctly and that we received the materials as ordered. We put a second set of eyes on every order. Also the installation instructions are scrutinized before the job is released. If we do have a problem arise, our team knows that communication is paramount— communication with the customer as well as internal communication. Our team understands urgency, and we make the seemingly impossible possible. Renovations Prescott, Ariz. renovationsaz.com 97.3% GQ All-time Recommend Rate 100% GQ 2018 Recommend Rate 38 Number of Jobs in 2018 Design/Build Tom Reilly APPROACH TO PROBLEM RESOLUTION: Our handoff from sales and design to production is detailed, and all three must sign off on subcontracts' work scope as well as a review of the project with sales, design (sometimes the same person), production manager/estimator [and] lead carpenter. By all parties having the same knowledge, many problems are avoided. When an issue does develop in the course of work, the lead carpenter is our first line of engagement. Then if necessary, that will move up the ladder. Generally, we have two rules: First, the customer is always right. Second, when the customer is wrong, see rule No. 1. R J Turner Remodeling, LLC Winston Salem, N.C. turner-remodeling.com 97.87% GQ All-time Recommend Rate 100% GQ 2018 Recommend Rate 250 Number of Jobs in 2018 Full-service Remodeler Richard Turner APPROACH TO PROBLEM RESOLUTION: Problems seem to occur most often when customers are not completely informed of what is exactly covered in their contract. We have learned to go through great lengths now to clearly explain to the customers what items are covered and what items are not. If this is done before any work is started, then most projects go a lot smoother and we have satisfied customers. 48 July 2019 QualifiedRemodeler.com SPECIAL REPORT

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