Chelsea Caspersen
Vice President, A. Caspersen Company
Akron, Ohio
Every window replacement job ...
1
Customer Service
We’ve achieved a tipping point around the adoption of these products
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Be proactive and put a person-to-person process in place
Customer-satisfaction surveys are an integral tool for many remodelers. Here's how to get the most from your survey efforts
The Better Business Bureau is striving to stay relevant
How can smaller companies participate in the cultural shift that's going on?
How the daughter of a hippie truck driver teamed up with a guy who loves spreadsheets to change the remodeling experience
As with a hospital stay, even a good remodeling outcome can’t overcome a bad experience
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
Simple guidelines to help create, and then exceed, expectations—whether for your clients, employees, family, or friends
Photo: Pixabay
You can’t control how the prospect heard about your company, but you can control that first phone interaction
Photo: courtesy Tundraland
The star-based incentive program used by Tundraland for its craftsmen engages employees and customers
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
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