We take great pride in the long-term relationships we establish with our clients. When prospective clients visit our office for the first time we like to show them a peg board hanging in the hallway on which hangs the keys to the homes of dozens of our customers. They trust us so much that if there is a problem with their home they simply call us to take care of it whether they will be there or not.
Recently, we received a heartwarming invitation from a couple who so much liked the work we did on their whole house renovation they invited the entire team there to celebrate with wine and cheese. Needless to say, we were more than flattered and they were more than eager to tell us how much they enjoyed the transformation of the 40-year-old house.
We value the relationships we establish with our customers for a number of reasons. As the word implies “relationship” means that there is a bond and close communication between the client and our team. That alone goes a long way in resulting in a successful outcome. It is why we prefer to call remodeling projects “partnerships.”
A good rapport between a homeowner and a contractor is imperative. After all, and depending on the size of the remodel, you will see our people in your home daily for between three to eight weeks or longer.
The relationship begins with our estimator and designer who conduct the preliminary job assessment where we work up preliminary design concepts and estimated costs. The designer will then go on a “shopping day” with the client to select surfaces, countertops, hardware and light fixtures. Oftentimes, clients have conducted their own research and know exactly what they want. Other times, they differ to our experts or simply ask for advice. This is where the bond between the client and contractor begins to crystalize.
It is the lead craftsman; however, that becomes the real relationship builder. He is the person you will see every day. He is the one who might even walk your dog if you are away. He is the one who watches over the subcontractors to ensure they are performing to standards you would expect.
We are proud of the professionalism of our craftsman. How they interact with clients is representative of the entire company. We are also confident in them they will make us proud.
Relationships are built on some of the less publicized things, too. It is the air filter systems we bring to the jobsite to control dust. It is the time our people take to clean up any messes after each day’s work. It is knowing that our people will answer you phone call and, if we don’t, will return that call immediately.
The peg board is one way to measure how we value client relationships. Others are knowing that a lot of our business comes from referrals or past clients. They don’t forget us and we certainly let them know that we value our relationship with them.