Are your customers telling you the whole truth?
Guildmember Q&A: On Time Baths + Kitchens on How to Deliver a Positive Customer ExperienceNovember 30th, 2015 by
On Time Baths + Kitchens is a remodeling company based in Austin, Texas. They’ve been an award winning Guildmember since 2010 and have consistently received positive customer feedback and high response rates since joining.
We wanted to learn more about their business and what they’re doing to deliver such exceptional customer experiences, so we chatted with their Marketing Manager, Amy Kelly, to get some insights into how they maintain those high levels of customer satisfaction with each and every job.
Q: Tell us what it was like when On Time Baths + Kitchens was just starting out.
A: Just starting out, we only did bathroom remodels. Our focus was to do high quality jobs that do not take over the homeowners’ lives. We wanted to make sure they felt comfortable and enjoyed the process. Since then, we have expanded to remodeling kitchens and other areas of the home.
Q: How big is your team now?
A: We are comprised of four team members in the office including owner, Michael Hamilton. We also have our in-house interior designer, Cammy Oney and six crew members that work directly for us, they are not subcontractors.
Q: What would you say is the biggest contributing factor for how On Time Baths + Kitchens grew from where it started to where it is now?
A: The largest contribution to our company’s growth is the combination of two things; hiring the right people who are professionals at what they do, and making sure the customer is 100% satisfied in their results.
Q: What are some ways you ensure that your team delivers the best possible customer experience?
A: We strive for perfection and achieve stunning results. We want our customers to feel at ease during the remodeling process as we work with them every step of the way. We offer a triple guarantee including a fixed price budget, guaranteed completion date or we penalize ourselves, and we provide a two-year, no questions asked, care and maintenance warranty.
Q: Your GuildQuality profile page displays very high customer feedback scores and several very positive comments & reviews. How do you maintain such high customer satisfaction scores? Do you have any processes in place to ensure customers are satisfied?
A: We achieve high customer satisfaction by placing the customer at the top of our priority list. We have an expert designer and craftsman who ensure that the customer receives beyond what they are expecting. We do not start a job until everything is in order and organized. Throughout the project, we are constantly going through checks and balances and holding each other to a high standard.
Q: You also have a very high response rate. Is there anything specific you do to keep that up?
A: At the final meeting, after the job is complete, we let our customer know that they will be receiving a GuildQuality survey and we ask them to take the time to fill it out with complete honesty. At this time, we also schedule a photographer to come and photograph the completed remodel and share the images with the homeowners. We let them know that the survey is very important to us internally so that we can grade ourselves and our employees. It is also important for our future customers. We ask them to remember what it was like when they were trying to decide who was the best contractor for them and how important it was for them to have good, reliable information.
Q: What is the biggest value you’ve seen from listening to your customers?
A: It provides a way to understand the areas we are best at as well as areas where we can improve. We enjoy seeing our customers excited about their new space. Another way we use our surveys is posting our reviews on our website and social media outlets so that potential customers and people that are interested in remodeling and design can view what our customers have to say.
Q: Has your team received any surprising/unexpected responses?
A: When an unexpected problem arises, customers mention how we deal with the issue and solve it. We enjoy seeing how the process works from their perspective.
Q: What is your process like for reviewing customer feedback? Who on your team reviews the responses and how does it affect your team?
A: The survey responses go out to all of our office team members; sales, marketing, crew chiefs, etc. We review them in office meetings and assess how we can continue in areas we have done well in onto the next job. There are always ways to get better, so we use customer feedback and address each person involved in areas needed for improvement and show them how to improve.
Q: Have you seen any added benefits from having your GuildQuality reviews online or on your website?
A: Reviews provide a way for people who do not know us to trust us. They give potential customers a relatable source to see how we do things and what the results are like. Reviews also help with word-of-mouth, which is very powerful. All of our presentations include a copy of our GuildQuality results so that every potential customer has the chance to read our reviews.
Q: What would you say is the main reason you continue to maintain your GuildQuality membership each month?
A: The GuildQuality surveys ask the right questions, without being too overwhelming or an inconvenience to the client. With as few as ten questions, we are able to narrow down our strengths and weaknesses, which helps us grow and improve. They also provide a platform for our clients to share their experience and opinions to the people that are looking for answers.
If you’d like to learn more about On Time Baths + Kitchens and see their awesome ratings and reviews, check out their member profile page.