Simple guidelines to help create, and then exceed, expectations—whether for your clients, employees, family, or friends
Texting lets you keep clients fully in the loop without making them loopy
For California remodeler Jim Kabel, BuildClean is the most thorough jobsite dust-removal system his firm has used
Many years ago, I began thinking about the subject of exceeding expectations.
You can’t control how the prospect heard about your company, but you can control that first phone interaction
The star-based incentive program used by Tundraland for its craftsmen engages employees and customers
Making sure the company's reputation online is spotless goes a long way toward boosting customer loyalty for this Illinois remodeler
Photo: flickr user Mark Mulligan (CC BY 2.0)
The way a business handles complaints is a litmus test of company culture. How does yours fare?
It's now 10 years since Fred Reichheld introduced the concept of the Net Promoter Score, but it's as relevant as ever
Turn the final walk-through with clients into an opportunity to shine
Repairing construction defects can be risky unless you take some precautions
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
Don't think of it as a hassle; warranty work has its benefits—not least among them, the potential for generating more work
It pays to make warranty work part of your sales process. Here's why
These days, a pretty portfolio isn’t enough to land the job
Most remodelers have little interest in following up on maintenance items once a project is completed. They're making a mistake
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
Director of Content Sal Alfano talks about what remodelers can learn from his customer service experience at the dentist.
How to make your website stand out to younger consumers