GQ in Remodeling Magazine’s May Issue
Stacey Freed, Senior Editor of Remodeling Magazine, has put together a three-part series on how remodelers can “engineer the customer experience”. This series asks remodelers to ponder the question “What do clients really need and how can I make my world work best for them?”. She guides remodelers through the customer experience in three stages; sales, production and post-project warranty work (June 2008).
Her latest installment “Productive Production” (part two) focuses in on production; “what makes and keeps clients happy as their homes and lives are turned upside down during a remodel”. Stacey Freed talks with GuildQuality President and Founder Geoffrey Graham about, among other things, the correlation between the overall customer experience and high rankings in scheduling, punch list and communication.
“The most important thing for homeowners is schedule,” says Graham, “followed by punch list and communication.” “There might be delays,” he says, “but if a remodeler communicates [about those delays] in a way that a customer appreciates and understands, overwhelmingly the customer is happy”. And those happy customers will recommend their remodeler. … “If a remodeling company regularly struggles in those areas, they aren’t as profitable as those people who have those things down pat.”
This is an excellent series and we recommend it to any quality-minded remodeler looking for ways to fortify or improve on their delivery of an exceptional customer experience.