Incentive Programs: HGTVpro features GuildQuality & Trace Ventures
Jul 17 2008 by Geoff Graham in About GuildQuality, Articles, Case Studies, Event announcements, GQ features, GQ press, Member news, Qtips
On June 21, HGTVpro aired a great feature on Nashville-based remodeler and Remodelers Advantage Rountables member Trace Ventures. In the 4 minute segment titled “Unique Incentives”, Art and Martha Stinson describe how they use GuildQuality to incorporate customer satisfaction into their employee bonus program.
We’ve been waiting for this video to emerge on the HGTVpro website, and it’s finally here.
A great many of our members tie bonuses to customer satisfaction. Trace Ventures’ program strikes me as an excellent way to tie together customer satisfaction and profit with compensation. If you’re doing something similar, please share your story.
We also use our Guild Quality surveys for our bonus system. Our bonus system is made up of 3 different sections titled On Time, On Schedule, and Happy Client. The Happy Client section is where we use the Guild Quality score. We add up all of the number answers and divide them by the total to get an average score for the survey. Based on our past surveys, we have come up with some averages for our company, so depending on where the survey falls in those averages determines whether that section of the bonus is paid out at 100% or less. And if the survey is a perfect score, then 105% of the bonus is paid out of that section. All 3 sections are determined based on their criteria and then added together to come up with the total bonus amount to be paid. From there, the project manager receives 50% of the total bonus amount, the Director of Production receives 20%, and the remaining 30% is divided up based on salary to the remaining support staff. We have seen great success with this method so far. Trace is in our RA Roundtable group and it is so great to see them featured here.
Chrystal - thanks for sharing! With the amount of info they share, Remodelers Advantage Roundtables members always seem to be ahead of the curve. For any folks that are interested in their program, check out more at the Remodelers Advantage website.