Customer Satisfaction

Reduce Stress, Increase Delight

Remodelers that achieve high customer satisfaction deliver a customer experience that is smooth and worry free, says Paul Cardis, CEO of NRS Corporation. This company specializes in customer satisfaction research for the remodeling and home building industry.

The goal, says Cardis, is to execute a remodeling process that minimizes stress on the customer. "It is mainly the stress that we put customers through that causes them to be dissatisfied," he says. "While satisfaction is important to the best remodelers, the very best look beyond mere satisfaction and seek to delight their customer." To achieve this goal, Cardis suggests remodelers produce a process map, which entails taking a close look at every verbal and written communication with your customers.

"Re-examine your company, write out the processes, and don't be afraid to change things to make the experience right for your customers," he suggests.