Customer Satisfaction, West: Custom Design & Construction
Custom Design & Construction
El Segundo, Calif.
President: Bill Simone
For Custom Design & Construction, the pursuit of flawless customer interaction has been the focus of the company’s business principles since its inception in 1986.
One important tool is the surveys that are collected throughout the entire remodeling process. This ongoing measuring stick helps the remodeler quickly identify potential “pain points” and develop rapid resolutions to any problems. As the project nears completion, Simone encourages clients again to leave unbiased feedback.
“The key to surveying clients is to get them to feel comfortable that no one will ‘get in trouble’ or that we are just fishing for compliments,” Simone says. “The customer has to feel comfortable about really being honest about our strengths and weaknesses and allow us to learn from that feedback.”
Takeaways for Other Remodelers
Identify potential problems early and figure out a solution, Simone recommends. He encourages other remodelers to experiment with various surveying techniques.
He also tries to align similar personality types when working with clients. Some homeowners like an analytical, math-based dialogue, while others prefer more personal insights. According to Simone, it’s important to identify the various personalities among team members and to use these personalities when talking with clients.
