Comments on: Customer Satisfaction and Profitability http://www.guildquality.com/blog/2007/06/19/customer-satisfaction-and-profitability/ The Customer Satisfaction, Surveying & Performance Monitoring Blog for Building Professionals Tue, 07 Oct 2008 09:52:47 +0000 http://wordpress.org/?v=2.5.1 By: Shawn McCadden http://www.guildquality.com/blog/2007/06/19/customer-satisfaction-and-profitability/#comment-2706 Shawn McCadden Fri, 24 Aug 2007 14:37:53 +0000 http://www.guildquality.com/blog/2007/06/19/customer-satisfaction-and-profitability/#comment-2706 I have also observed and experienced that the more you charge, the more referals you get. I think this is in line with your message above. If you charge enough to wow them and make it happen, they will refer you to others as a favor to you and the referal. Also, a customer who see value in paying more, refers you to others who feel the same way. I have also observed and experienced that the more you charge, the more referals you get. I think this is in line with your message above. If you charge enough to wow them and make it happen, they will refer you to others as a favor to you and the referal. Also, a customer who see value in paying more, refers you to others who feel the same way.

]]> By: Geoff Hartnett http://www.guildquality.com/blog/2007/06/19/customer-satisfaction-and-profitability/#comment-1284 Geoff Hartnett Fri, 13 Jul 2007 15:56:32 +0000 http://www.guildquality.com/blog/2007/06/19/customer-satisfaction-and-profitability/#comment-1284 Remodeling Online's Leah Thayer chimes in. <a href="http://www.remodeling.hw.net/industry-news.asp?sectionID=149&articleID=531024" rel="nofollow">Find her article here.</a> Remodeling Online’s Leah Thayer chimes in. Find her article here.

]]> By: Geoff Graham http://www.guildquality.com/blog/2007/06/19/customer-satisfaction-and-profitability/#comment-1218 Geoff Graham Wed, 11 Jul 2007 13:33:28 +0000 http://www.guildquality.com/blog/2007/06/19/customer-satisfaction-and-profitability/#comment-1218 Curtis - thanks for pointing that out. Curtis - thanks for pointing that out.

]]> By: Curtis Sunday http://www.guildquality.com/blog/2007/06/19/customer-satisfaction-and-profitability/#comment-1217 Curtis Sunday Wed, 11 Jul 2007 13:27:37 +0000 http://www.guildquality.com/blog/2007/06/19/customer-satisfaction-and-profitability/#comment-1217 Great article. However your spelled "significantly" incorrectly in the second paragraph. Great article. However your spelled “significantly” incorrectly in the second paragraph.

]]> By: Sonny Lykos http://www.guildquality.com/blog/2007/06/19/customer-satisfaction-and-profitability/#comment-1160 Sonny Lykos Sun, 08 Jul 2007 15:21:12 +0000 http://www.guildquality.com/blog/2007/06/19/customer-satisfaction-and-profitability/#comment-1160 Started my remodeling business in Chicago, Moved to MI and started another one there. Then several years later moved to Naples, FL (current) started another one, sold it to my sons in '99 and started another company specializing in only repairs and very small remodels. In all four companies I concentrated in my reputation - Branding. And in all four companies we averaged double the industry average for net profits, were able to terminate all advertising after a few months of start up, and annual sales still continued to grow fast. The business sold to my sons in '99 did jsut under $1M then, is now doing over $6M, and at high margins. Am now semi-retired working only about 15-20 hours/wk and am forced to say "No" often to new customers. Mr Graham's contention is 100% correct. Quality of service and the companies attitude toward thier customers trumps everything else. Started my remodeling business in Chicago, Moved to MI and started another one there. Then several years later moved to Naples, FL (current) started another one, sold it to my sons in ‘99 and started another company specializing in only repairs and very small remodels.

In all four companies I concentrated in my reputation - Branding. And in all four companies we averaged double the industry average for net profits, were able to terminate all advertising after a few months of start up, and annual sales still continued to grow fast.

The business sold to my sons in ‘99 did jsut under $1M then, is now doing over $6M, and at high margins. Am now semi-retired working only about 15-20 hours/wk and am forced to say “No” often to new customers.

Mr Graham’s contention is 100% correct. Quality of service and the companies attitude toward thier customers trumps everything else.

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