GuildQuality

We recently connected with the owners of three Case Handyman & Remodeling franchises in San Jose, Twin Cities, and Birmingham.  These owners shared their views on the current market environment and how they were using GuildQuality to gain an edge.

Jim Kabel of Case San Jose said that as an owner you want to “trust, but verify” that you are doing a great job for homeowners.  His feeling is that third party feedback is the only way to get an accurate picture.  He surveys all of his remodeling jobs (but not handyman) and reads every completed survey response at monthly team meetings.  Jim reviews performance trends quarterly, and has built customer satisfaction scores into the company performance dashboard.  Everyone on the team receives every completed survey response in real-time.  “The great reviews are incredibly motivating to the team.”

Bob Mock of Case Twin Cities has created a similar culture of quality in his business, and shares that he was surveying in the past before implementing GQ.  “We did receive a high response rate to our internal surveys, but we weren’t getting the detail and the insight on the total experience working with us.”  These insights are often the small issues that homeowners may not be comfortable sharing with you directly.  These issues can usually be resolved quickly, delighting the client and helping to create raving fans.  Bob summarized the importance of surveying and measuring feedback, by saying “the client is in control today and they know it.  They are value conscious, and we have to find ways to verify our value.  GuildQuality helps us do that.”

Tom Coan of Case Birmingham uses GuildQuality feedback in the sales process.  “If we are to maintain a higher margin business in this climate, you have to be clearly differentiated.  Service is one place to make a proposition, and it’s tough to communicate without GQ.”  Tom shares surveys with his lead carpenter and sales person and reviews scores at monthly meetings with the team.  They identify 1-2 issues that can be improved upon each month to continuously set the bar higher.

Key message from these owners — it’s not enough to do great work.  You have to measure the feedback, and share it with your prospects, clients, and employees.  Building a culture of quality in your company will lead to profitable growth.