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
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 Payne & Payne Builders Chardon, Ohio payne-payne.com 97.85% GQ All-time Recommend Rate 92.45% GQ 2016 Recommend Rate 47 Number of Jobs in 2016 Design/Build + Full-service Remodeler Eric Payne (L) David Payne (R) U S I N G C L I E N T F E E D B A C K: While we enjoy the positive feedback we receive, we frequently scrutinize our GuildQuality scores to identify any relatively lower averages, and then use this information to generate improvement initiatives. For instance, we'd noticed our clients' scoring of our "punchlist completion time frame" was slightly lower than other categories. Upon reviewing our systems, we determined we were tracking and completing outstanding items expeditiously, but we needed to improve our communication systems to keep the clients informed on their status. This simple step has improved our scores and clients' satisfaction. Peak Improvements Ltd. Edmonton, Alberta peakimprovements.com 96.88% GQ All-time Recommend Rate 96.55% GQ 2016 Recommend Rate 34 Number of Jobs in 2016 Design/Build + Full-service Remodeler Rick St Laurent (L) Chris Schellenberg (R) U S I N G C L I E N T F E E D B A C K: A clean jobsite and great communication are two recent areas of focus. In our first call to a potential client interview, the No. 1 answer to, "What is most important to you when working with a contractor?" is communication, and the second is cleanliness. We implemented monitored processes and policies that set contact schedules for project managers to send an email, phone call or both to every job in progress every day. We also insist all tools are put away and the worksite is broom cleaned every day. Professional Building Services by PMC Salem, N.H. professionalbuildingservices.com 100% GQ All-time Recommend Rate 95.38% GQ 2016 Recommend Rate 200 Number of Jobs in 2016 Home Improvement/ Replacement Peter Ciaraldi U S I N G C L I E N T F E E D B A C K: Our business is not as clean as a Five Star restaurant. It's often very messy, and we have to extract too many nails to count. Our customer feedback was always incredibly positive, but any comments we received about cleanliness were always traced back to one specific crew. By using GuildQuality, it gave us insight we wouldn't have had and allowed us to put corrective measures and additional training in place for this crew. We were also able to track and measure the improvements of this crew, all of whom are still with us today. Quality Advantage Home Products Hampton, Va. updatemybathroom.com 94.82% GQ All-time Recommend Rate 92.99% GQ 2016 Recommend Rate 430 Number of Jobs in 2016 Bath Specialist John Campbell N E G AT I V E I N T O P O S I T I V E: One of our customers contacted us in regard to their bathroom remodel. They had another company start their remodel; that company left after the demo but never returned. This customer was really hesitant to hire another company in fear they would be stuck in that position again. Our sales rep worked to gain this customer's trust. Their new bathroom was installed with great success and a happy customer! Re-Bath of the Triad/Triangle/ Wilmington Greensboro, N.C. remodelmybathroom.com 95.14% GQ All-time Recommend Rate 91.06% GQ 2016 Recommend Rate 975 Number of Jobs in 2016 Bathroom Specialist Tim Koehler U S I N G C L I E N T F E E D B A C K: Every GuildQuality review is sent to team members who had a part in that customer's experience. Our customers show us where we fell short and what we can do to improve their experience. Customer feedback has prompted us to change policies and/or add new policies to enhance the customer experience. Riverside Construction LLC West Lafayette, Ind. riversideconstruction.com 97.12% GQ All-time Recommend Rate 95.45% GQ 2016 Recommend Rate 25 Number of Jobs in 2016 Design/Build Andrew Haste B E S T P R A C T I C E: We work hard to create a positive relationship with our clients through the whole process. That way if something happens or frustrates them, they feel comfortable letting us know what's going on rather than worrying about it and it not getting addressed. QualifiedRemodeler.com QR July 2017 49