Distinctive Remodeling Solutions, Inc. is five years in the making, growing at an average of 30 percent each year. The company is equipped with hands-on construction knowledge, an MBA, and a lot of practical business experience. The combined ingredients were just the right mix for creating a great remodeling business in an environment where the sole objective is customer satisfaction.

The company's results speak for themselves. The key to their continued growth is managing the client experience while maintaining a personal touch.

Distinctive Remodeling Solutions specializes in residential design / build remodeling. Core projects include kitchens, master suites and bathrooms, room additions, attic expansions, custom basements, and whole house renovations. Project sizes range from $25,000 - $350,000 or more.

They have completed a couple of interesting projects in the Grant Park area of Atlanta. For example, a whole house renovation involved converting a quadplex back into a single-family dwelling in the historic district. Another project involved a large 3-story room addition that included a full-scale soundproof recording studio in the basement. They've also done a lot of kitchens and additions this year - both are currently very popular in the marketplace.

"One very eye-opening experience occurred last year when we completed a whole house renovation to our personal residence. The project served us well with respect to better understanding the "client" experience. We stressed over all the selections just like our clients do, and this helped us improve some of our internal systems and procedures in an effort to ease the burden to some degree."

• 2006 Atlanta Chapter CotY (Contractor of the Year) Award - Best Bath $30,000 - $60,000
• 2006 Gold Level Professionalism - Best Kitchen under $75,000
• 2005 Region II CotY (Contractor of the Year) - Best Kitchen $60,001 - $100,000
• 2004 National Decora - Best Kitchen
• 2004 Regional Decora - Best Kitchen
• 2004 Gold Level Professionalism - Best Kitchen $30,001 & above

They typically keep about 4-6 projects active at any one time, and complete 20 or more a year.

The Distinctive Remodeling Solutions team includes an Office Manager, Accounting Manager, Sales & Project Development Manager, and two Project Managers. In the field they have a few key employees, and a dedicated group of subcontractors whom we have established long-term and trusted relationships with.

The founder of Distinctive Remodeling Solutions, strongly believes in on-going education and training. "My education includes an MBA and certifications such as the CR (Certified Remodeler) from the (NARI) National Association of the Remodeling Industry, and CGR (Certified Graduate Remodelor) through the (NAHB) National Association of Home Builders. My wife and I have two daughters and a son."

The biggest reason is that they develop a relationship based on trust, achieved by setting reasonable expectations and stress ongoing communication.

Success is made possible through proper scheduling, maintaining clean project sites, staying accessible to clients in person or via phone and e-mail, and always following through on their philosophy of "do as you say and say as you do."

Distinctive Remodeling Solutions works best with clients who are seeking a high level of service and professionalism, and appreciate the necessity for, and the benefits of, careful planning and coordination. It's also important that the client understand the relationship between value, price and quality. Their geographic reach ranges from Atlanta's northern metro regions in Fulton and Cobb counties, and much of the area inside the 285 Perimeter.

"We really try to adhere to our tested processes for all projects. At the same time, we realize each project, client, and their needs are individual and unique. Remodeling is very personal, especially when clients are making such a significant investment. We strive to make each client know we are as emotionally involved with the outcome of the project as they are."

Fixed price contracts written in plain English are used. They also include specific documentation of each project such as drawings, scope of work, allowances, project schedule and draw payment plan.

About 80 percent of business is repeat and referral. The other 20 percent comes from advertising and job site signs.

The company utilizes Microsoft Project software, industry-specific and integrated estimating and accounting systems, and communication via e-mail, mobile phones and faxes. In addition, certain personnel also have access to e-mail and other data on a remote basis.

"Exposing employees to new things is important to us. The more informed the employees are, the more valuable they are to clients and, ultimately the company. It's also important to act as a team and treating everyone as a team player. At the same time, it's OK to speak out if someone disagrees. We also encourage input on day-to-day decisions as well as long-term objectives. Employees should sense that this is their company, too. The company is nothing without the right employees."

"My great-grandfather made his living as a home builder, and my grandfather taught me his love for carpentry. My father was another influence who not only built or repaired everything in our home, but was known as everyone's "free" handyman."

"This practical construction experience instilled in me the joy of creating something. I love to compare the "before and after" and see tangible results of everything we do. My business background in sales, marketing and operations also prepared me for building a successful remodeling company."

Any profession can create burnout, particularly if you are doing something you don't enjoy. "On a personal level, I really enjoy remodeling and get satisfaction from creating tangible changes that, in turn, create satisfied customers. I also find personal satisfaction by structuring things that allow me to focus on other areas of the business. A big part of this is hiring good people that fit well with their defined roles. Without good people I would be forced to do everything myself. I think many builders lack the ability to delegate and teach people effectively, which can be the root cause of burnout."

"We welcome clients who come to us with lots of ideas and an open mind. We also encourage them to communicate their concerns, wants, needs and other feedback. If concerns are expressed we can resolve them. If their wants and needs are expressed we can understand them and search for alternatives. If feedback is provided we will work to improve. There must also be a sense of understanding on the part of the client. We are interrupting their lifestyle for a period of time, and the remodeling process can be stressful. We approach each project with a focus on the end-result. It can be challenging at times to endure the construction process, but the payoff is great."

"For the company, people. Identifying the right people for the right positions is always a challenge. We are very selective in who is brought onto the team, perhaps waiting in some cases longer than we would like to get just the right person. However, the due diligence and effort up front saves us a lot of time and money in the long run. I think this will always be challenging."

"We are in an industry that has been "stereotyped" with a lack of professionalism, business sense, and just good customer service. In many cases these stereotypes probably hold true. On the other hand the public really does have a choice in the matter. By taking the proper steps to select a respectable company the experience can be very good. In the Atlanta market the National Association of the Remodeling Industry (NARI) along with Atlanta Home Improvement Magazine have done a great job creating more awareness and educating the public about the positive ways to go about remodeling. In addition, the state of Georgia is finally taking steps to "regulate" the builders in our state. This will do a lot in the way of protecting the public as well. Finally, the public also needs understand that hiring a solid remodeler may not always be the least expensive. It's important to find a reputable builder, and be willing to pay for their services. After all, they are spending more money to provide better service and professionalism - the quality of construction really is just a given."

They generally work with outside plans on a negotiated basis. These opportunities come from homeowners and architects alike. We are starting to expand our work with some higher-end architectural firms in the Atlanta marketplace. It appears some architects are beginning to embrace the idea and benefits of design / build.

Design can become very expensive for clients when a wonderful plan is created, only to discover it's nearly double their planned budget. Fees can increase significantly if the project needs to be completely re-worked. "We attempt to bring the builder in early to avoid this pitfall. It also allows the end client to develop a good working relationship with a builder before the construction begins. If the chemistry works during the design, there is a good chance it would continue to work during construction."

They strive for continued growth by continuing to put the client first. The company is also placing increased attention on enhancing systems, employee training and incentives.