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.

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Customer Satisfaction Done Right Patrick L. O'Toole types of jobs. It's a roadmap for success. But if I were you, I'd also pay careful to the ideas—the suggestions from this year's list of companies who have very high recommenda- tion levels from their clients. Here are three that jumped out at me in the editing process: "The biggest thing I teach all members of my crew is that if anything arises, such as breaking something or making a mistake, is to inform the homeowner immediately," says James DelPrete, CEO of Beantown Home Improvements in Halifax, Massachusetts. "Almost everything can be resolved—no mat- ter how bad it may be—if you are upfront and honest with everyone and willing to work to a com- mon solution." Another gem on the subject of problem res- olution is this one from John Martindale and Steve Zwagil of Brothers Services Company in Hampstead, Maryland. "We try to avoid having ĥħĤėġĚĢĨĞģĩĝĚŽħĨĩĥġĖĘĚėĮīĚħĮĘĖħĚěĪġġĮ scoping every project and producing a formal ĨĘĤĥĚĤěĬĤħĠĩĝĖĩĨĥĚĘĞŽĚĨĖġġĤěĤĪħĥħĤĢĞĨĚĨ ďĝĖĩĨĘĤĥĚĞĨĝĖģęĚęĤŻĩĤĤĪħĥħĤęĪĘĩĞĤģ team at a meeting including all three parties— the customer, sales consultant and project management team. This ensures everyone starts on the same page." The pithiest, I think, came from Divven Browne and Nathan Werner of Built Square LLC in Seattle, who listed a series of steps to ensure thorough communication. "Even with these steps—let's be honest—in the remodeling business, problems do arise; it's how we handle ĩĝĤĨĚĥħĤėġĚĢĨĩĝĖĩĢĖĠĚĨĩĝĚęĞŻĚħĚģĘĚŤ EACH JULY FOR the past several years, we've published and posted a package of stories about customer satisfaction. We do it with considerable help from our friends at GuildQuality. Last year, as you may recall, we even published on our cover the faces of 60 remodelers who do it right. Some readers have asked whether the topic is worth all the fuss—an annual issue ĥĖĘĠĚę ĬĞĩĝ ĥħĤŽġĚĨ Ėģę ĚģĤĪĜĝ ęĖĩĖ ĩĤ choke on. The answer is yes. Let me explain. Ąģ#!!$ĬĝĚģĄŽħĨĩėĚĜĖģĘĤīĚħĞģĜĩĝĚ remodeling industry, research suggested that home renovators and remodelers were viewed as slightly more trustworthy than used- car salespeople. Some of that sleaze factor exists out there to this day. The main reason is the sheer size of the industry (nearly $400 billion in annual activity) and the low barriers to entry in many states. Just about anybody, regardless of actual skill level, can get into business over- night. Thus, there are plenty of shady opera- tors out there giving the industry a bad name. As loyal QR readers, you know this maga- zine is all about professionalism in business. Years before we partnered with GuildQuality, we published our own study of customer sat- ĞĨěĖĘĩĞĤģĊĪħĜĤĖġĩĝĚģĖģęģĤĬĞĨĩĤĤŻĚħ tips and ideas that will help remodelers and ĞĢĥħĤīĚħĨĩĖĠĚĩĝĚĨĥĚĘĞŽĘĨĩĚĥĨģĚĚęĚęĩĤ satisfy—from the importance of keeping job- sites clean and organized to problem solving and setting proper expectations. The data in this issue, expressed with nu- merical emphases provided by GuildQuality statistician Alex Overall, is shown in a dot- ĢĖĩħĞĭėĪėėġĚĘĝĖħĩďĝĚħĚĮĤĪĘĖģŽģęĖĘġĚĖħ picture of the impact of factors such as price, ĩĞĢĚġĞģĚĨĨĖģęĥħĤėġĚĢĨĤġīĞģĜĤģ$!ęĞŻĚħĚģĩ IT'S HOW YOU HANDLE PROBLEMS THAT MAKES THE DIFFERENCE. EDITORIAL DIRECTOR'S NOTE 6 July 2019 QualifiedRemodeler.com A preferred publication of the National Association of the Remodeling Industry and the NAHB Remodelers Published by SOLA Group, Inc. 1880 Oak Ave., Suite 350 Evanston, IL 60201 847.4 40.3000 Publisher and Patrick L. O'Toole Editorial Director Patrick@SOLAbrands.com Ext. 103 Senior Editor Kyle Clapham Kyle@SOLAbrands.com Ext. 107 Managing Editor Kacey Larsen Kacey@SOLAbrands.com Ext. 105 Contributing Editor Chuck Ross Audience Development Mike Serino Mike@SOLAbrands.com Creative & Production Director Tracy Hegg Tracy@SOLAbrands.com Senior Graphic Designer Erika Nygaard Erika@SOLAbrands.com Editorial Advisory Board Stephen Gidley, GMB, CAPS, CGP, CGB, CGR, CPRC, CR Jeffrey Holloway, CKD, CBD, CGR Michael Nagel, CGR, CAPS Scott R. Sevon, CGR, CAPS, GMB, CGP, GMR Donna Shirey, CGR, CAPS, CGP Kenneth P. Skowronski, CR Publisher/ Paul DeGrandis West Sales Manager Paul@SOLAbrands.com Ext. 100 Midwest Sales Manager David Ayala David@SOLAbrands.com Ext. 119 Midwest Sales Manager Zach Stenberg Zach@SOLAbrands.com Ext. 115 Northeast Sales Manager Dan Miklosz DanM@SOLAbrands.com Ext. 118 Southeast Sales Manager Dan Agostinacchio Dan@SOLAbrands.com Ext. 101 National Automotive Sales Tom Lutzke TLutzke@ACBusinessMedia.com Product Showcase Mike Serino Mike@SOLAbrands.com Ext. 102 Digital Programs Manager Tim Steingraber Tim@SOLAbrands.com Ext. 106 Projects Manager Heidi Riedl Heidi@SOLAbrands.com Ext. 111 Subscriptions QR Circulation Dept. (866) 932-5904 QualifiedRemodeler@omeda.com

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