Customer Satisfaction

Customer Satisfaction

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

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

Many years ago, I began thinking about the subject of exceeding expectations. 

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

That's All Folks image for the end of the job—most remodelers finish a job and don't follow up for warranty work
Customer Satisfaction

Most remodelers have little interest in following up on maintenance items once a project is completed. They're making a mistake

Thumbs up or down? Online reviews left unchecked have the potential to ruin your reputation
Customer Satisfaction

An online rant by some unhappy, embittered, or enraged customer may be on the cards at some point for your company, but you can take steps to limit the fallout

Customer Satisfaction

Director of Content Sal Alfano talks about what remodelers can learn from his customer service experience at the dentist.

Business

How to make your website stand out to younger consumers

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