GuildQuality

In the June issue of Qualified Remodeler, Ken Betz interviews a number of remodelers about how they ensure referral and repeat business.

Guildmember Neil Kristianson of Crimson Design & Construction says,

Really everything we do, from the first meeting to last, is designed to get us referrals. I believe that if done right the clients will go out of their way to help and you don’t need to offer incentives to get referrals. If you have to pay, how heartfelt is it anyway?

He also lists GuildQuality among his core strategies for staying in touch with customers and delivering a great service experience.

In the article, Betz also interviewed me about the benefits of surveying. He sought my counsel on what is the one thing a business ought do with their survey feedback to improve performance. I advised that companies should share feedback with their employees in real-time, so that they can start seeing how their actions influence the customer’s exerience.

When that starts to happen with a business – without even really putting any strategy into place – you end up creating a culture of quality. Employees get in tune with what their customers are thinking, and they begin to think about the job in terms of how it is impacting their customers’ perspective. We tend to see a huge jump in performance when companies start to survey customers.