Customer Service

Two thirds of consumers today find a company untrustworthy unless its website has some form of pricing transparency.

And 5 tips for embracing it in your own remodeling business

Photo: courtesy Tundraland

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

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)

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

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

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

Repairing construction defects can be risky unless you take some precautions

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

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 

Warranty work pays off for remodelers with more leads

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

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

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

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

Roofer installs asphalt shingles on residential roof

Some roofing companies are reconsidering the terms of their workmanship warranty

payment past due invoice

Why is it that if a contractor takes money without installing, that’s called “deception,” but if a homeowner refuses to pay for finished work, that’s called a “dispute”?

Customer Satisfaction: Fair and Reasonable Payment for Errors

One contractor looks to a forum for advice on how to bill a client

Marketing: Earning Referrals Takes More than Luck

Referrals are a culmination of customer experience with your business

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