Qualified Remodeler Magazine

JUL 2017

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/848719

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Page 45 of 67

C O M PA N Y T Y P E O F F I R M C E O R E S P O N S E My Guys Remodeling, Inc. Apex, N.C. myguysremodeling.com 95.92% GQ All-time Recommend Rate 94.92% GQ 2016 Recommend Rate 141 Number of Jobs in 2016 Home Improvement/ Replacement Joe Bass N E G AT I V E I N T O P O S I T I V E: Recently, our supplier could not fill our James Hardie with ColorPlus Technology siding order—we were short about 10 squares. We received the balance of materials and installed about 500-square-feet of siding. The client noticed the color was not the same. Although the siding was ordered and delivered as the proper color, the batches were noticeably different. On our dime, we removed all of the inconsistent siding and replaced it with a third batch that matched exactly. The client went from steaming mad to delighted with our professionalism, even in dealing with adversity beyond our control. New England Design & Construction Boston, Mass. nedesignbuild.com 94.81% GQ All-time Recommend Rate 93.1% GQ 2016 Recommend Rate 17 Number of Jobs in 2016 Design/Build David Supple U S I N G C L I E N T F E E D B A C K: We are constantly seeking feedback on how we can continue to improve our processes and grow as a company. Many new company policies have been born out of client feedback. For example, we received some client feedback that sometimes a client would talk to one of our employees and their feedback wasn't communicated to the whole team. This opened up an opportunity for us to build a better communication system between our office staff and the client, and forced us to improve the way we track client conversations to make sure we don't drop the ball again in the future. Next Door & Window Burr Ridge, Ill. nextdoorandwindow.com 96.92% GQ All-time Recommend Rate 95.58% GQ 2016 Recommend Rate 1,500 Number of Jobs in 2016 Home Improvement/ Replacement Justin Bartley B E S T P R A C T I C E: We survey all customers and share all results with our whole team. In meetings, we pick three to four good and bad surveys, and use them to reinforce our strengths and highlight our opportunities to improve. This constant sharing and celebrating our core value of relentless customer service reinforces our commitment to quality every day and every week. We also tie several bonuses to GuildQuality scores. Normandy Remodeling Hinsdale, Ill. normandyremodeling.com 93.49% GQ All-time Recommend Rate 89.93% GQ 2016 Recommend Rate 183 Number of Jobs in 2016 Design/Build Andy Wells U S I N G C L I E N T F E E D B A C K: One recurring area we garnered less than perfect marks was related to timing; our customers were feeling days were not utilized fully. Our production manager had always talked with the superintendents each day, but conversations focused on issues to be resolved or challenges. Rather than continue this reactive approach, our production manager began holding weekly meetings with superintendents to talk about finding ways we can tighten the schedule for every job. Since this has been implemented, we've been able to trim an average of 20 days from our construction time, and our customer surveys indicate an increased satisfaction for timing. North Georgia Replacement Windows, Inc. Roswell, Ga. ngwindows.com 98.13% GQ All-time Recommend Rate 95.66% GQ 2016 Recommend Rate 1,297 Number of Jobs in 2016 Home Improvement/ Replacement Ted Kirk (L) Jonathan Collum (R) U S I N G C L I E N T F E E D B A C K: We take our GuildQuality surveys to heart. Our installers are also paid bonuses based on the quality of their scores. We use the follow-up survey to make sure we are using the job signs in the yard, the salesmen are well trained, and our jobsites are kept clean and safe. GuildQuality surveys are a perfect way for business owners to stay connected to customers and ensure everyone in the company is accountable in making sure all customers are 100 percent happy with our work. Patriot Roofing LLC Gig Harbor, Wash. patriotroofing.biz 97.69% GQ All-time Recommend Rate 93.84% GQ 2016 Recommend Rate 237 Number of Jobs in 2016 Home Improvement/ Replacement Stephen Campbell N E G AT I V E I N T O P O S I T I V E: We had a customer where the installers had dried-in the roof. The supplier loaded the roof that evening and stepped through a marked bath fan opening, tearing the felt. The customer called around 1:00 a.m. during a storm, and let us know water was cascading into the house. We dispatched the crew leader as well as the general manager to find the problem and correct the issue. The owner was on-site the next morning with an apology for the customer experience. The customer was very calm and stated our response the night before reinforced their decision to choose Patriot Roofing. SPECIAL REPORT: Customer Satisfaction 48 July 2017 QR QualifiedRemodeler.com

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