The third annual Qualified Remodeler/GuildQuality customer satisfaction report offers new insights on cornerstone tactics for happy clients and highlights 60 remodeling firms leading the way—Andy Haste and Riverside Construction was one of them.
The building blocks of any successful remodeling or home improvement business are many. There must be a firm handle on overhead, job costs, estimating, pricing and production, just t o name a few. Further down that list but of equal importance is customer satisfaction strategy and measurement.
Remodelers usually come into the industry with a clear sense of what it takes to make customers happy. New remodelers often come with years of experience in carpentry and project management. The thinking is that happy customers are the natural byproduct of quality workmanship, fair prices and a friendly demeanor. But as GuildQuality and thousands of remodelers around the country learn, there’s a lot more to it. Customer satisfaction is a discipline unto itself and is a foundational building block of any profitable and long-term survivor in remodeling. Twelve years ago, Qualified Remodeler offered the first of five annual surveys on customer satisfaction, running from 2005 to 2010. By surveying clients who had recently completed remodeling work, the research netted new insights into the client relationship traits that correlated most closely with high rates of those clients who expressed a willingness to refer their remodeler. The results of those early surveys showed that timeliness, job site cleanliness and communication were critically important to the remodeler-client relationship. They consistently ranked higher than fair prices and quality of workmanship—the very attributes most remodelers rely on for client happiness when they come to this industry.