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Customer Satisfaction

Jan. 28, 2006
3 min read

Sidebars:
The List
Reduce Stress, Increase Delight
Focus on Four Main Factors

According to a study of remodeling customers by GuildQuality, a firm that specializes in customer satisfaction research for the remodeling and home building industry, four key factors affect the customer experience above all others.

"We found that when a customer has a bad experience or feels that the process wasn't easier than expected, the top four reasons they listed were scheduling, punchlist, problem resolution and communication," says GuildQuality president Geoff Graham. "What surprised me was how infrequently the budget and change orders were named as reasons for a bad experience. If remodelers focus on those four points, they'll have very happy customers."
 

The List

8 Essentials to Delivering Better Customer Service
  • Set high expectations among staff
  • Exceed those expectations regularly
  • Communicate often with customers
  • Treat problems as opportunities
  • Respond promptly to calls/e-mails
  • Always be courteous and friendly
  • Admit to mistakes, then fix them
  • Meet all deadlines and estimates

Reduce Stress, Increase Delight

Remodelers that achieve high customer satisfaction deliver a customer experience that is smooth and worry free, says Paul Cardis, CEO of NRS Corporation. This company specializes in customer satisfaction research for the remodeling and home building industry.

The goal, says Cardis, is to execute a remodeling process that minimizes stress on the customer. "It is mainly the stress that we put customers through that causes them to be dissatisfied," he says. "While satisfaction is important to the best remodelers, the very best look beyond mere satisfaction and seek to delight their customer." To achieve this goal, Cardis suggests remodelers produce a process map, which entails taking a close look at every verbal and written communication with your customers.

"Re-examine your company, write out the processes, and don't be afraid to change things to make the experience right for your customers," he suggests.

"Customer service means beating the client to the draw. As soon as we know of an issue, good or bad, we are proactive in contacting our clients to update them. Bad news now is always better than bad news later. With proper communication, it's amazing how much people will put up with."

— Dennis Gehman, President, Gehman Custom Builder

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