Customer Satisfaction

How can smaller companies participate in the cultural shift that's going on?

Space clearing tools that Mina Fies uses at Synergy Design & Construction
Customer Satisfaction

How the daughter of a hippie truck driver teamed up with a guy who loves spreadsheets to change the remodeling experience 

Customer Satisfaction

As with a hospital stay, even a good remodeling outcome can’t overcome a bad experience

Customer Satisfaction

Texting lets you keep clients fully in the loop without making them loopy

DustClean system at work on the jobsite
Customer Satisfaction

For California remodeler Jim Kabel, BuildClean is the most thorough jobsite dust-removal system his firm has used

Customer Satisfaction

Simple guidelines to help create, and then exceed, expectations—whether for your clients, employees, family, or friends

Photo: Pixabay

Customer Satisfaction

You can’t control how the prospect heard about your company, but you can control that first phone interaction

Photo: courtesy Tundraland

Customer Satisfaction

The star-based incentive program used by Tundraland for its craftsmen engages employees and customers

Normandy Design Build Remodeling is Professional Remodeler's 2016 Market Leader for customer satisfaction, East. 

One of the ways that Normandy Design Build Remodeling leads the field in customer satisfaction is through a single-point contact strategy with clients. Here, Normandy designer Leslie Molloy consults with clients on materials. Photo: courtesy Normandy Design Build Remodeling

Awards

Making sure the company's reputation online is spotless goes a long way toward boosting customer loyalty for this Illinois remodeler

How to handle unhappy customers; photo: flickr user Mark Mulligan

Photo: flickr user Mark Mulligan (CC BY 2.0)

Customer Satisfaction

The way a business handles complaints is a litmus test of company culture. How does yours fare? 

The Net Promoter Score is still a relevant, useful metric
Customer Satisfaction

It's now 10 years since Fred Reichheld introduced the concept of the Net Promoter Score, but it's as relevant as ever

Remodelers should use the final walkthrough as a chance to impress clients
Customer Satisfaction

Turn the final walk-through with clients into an opportunity to shine

When contractors discover a defect in their work, repairing the defect can be risky unless you take some precautions
Customer Satisfaction

Repairing construction defects can be risky unless you take some precautions

For remodelers, offering a lifetime warranty isn't as crazy as it sounds
Customer Satisfaction

Have you ever considered offering a lifetime warranty? It’s not as crazy as it sounds. In fact, if you do it right, it’s a revenue generator

Customer Satisfaction

Don't think of it as a hassle; warranty work has its benefits—not least among them, the potential for generating more work 

Warranty work pays off for remodelers with more leads
Customer Satisfaction

It pays to make warranty work part of your sales process. Here's why 

Reasons why it's important to make customer experience part of your product
Customer Satisfaction

These days, a pretty portfolio isn’t enough to land the job

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