Remodeling
Success 101

Q: What's a takeoff?

A: The "takeoff" is the list of materials that are needed for a given project, such as lumber, windows and doors, hardware, and various finishes. The takeoff will also include fasteners, flashing, and other "behind the wall" materials and products required to complete the job. For each project, the remodeler creates a takeoff from the agreed scope of work and uses it to estimate costs and ultimately purchase materials from suppliers.

Flip open the yellow pages or visit remodeling websites and you'll see the claim made everywhere..."We provide Superior Customer Service."

Customer service is a buzzword in the construction industry these days, but what does it really mean? Better yet, what does superior customer service look like during the day-to-day routine of a home remodeling project, as well as after the job is completed?

As a professional remodeler, our approach to customer service is about respect and responsiveness, no matter what stage of the project. We understand that the remodeling process is invasive and disruptive to a client's home and lifestyle. Professional remodeling contractors work with their clients to minimize that disruption.

Furthermore, remodelers know that the entire process -- from finding a contractor through the completed project -- can be financially and emotionally stressful, and that misunderstandings and misperceptions can quickly escalate if questions and concerns are not addressed in a timely manner.

Once the project is completed, the professional remodeler continues to be respectful and responsive, not only to address warranty issues to completion, but also to answer questions about proper maintenance, operation, or care for the new space or equipment that has been installed.

To insure that the service process is both predictable and consistent, the Professional Remodeler follows a process that is clearly communicated to the homeowner. In this way, clients' feel comfortable with the remodeler's approach to customer service from the outset of the project and knows what to expect from the company. A superior customer service program includes the following:

Documentation. A documented process for responding to any client inquiry creates a "paper trail" ensuring that those questions and concerns are promptly and properly communicated, managed, and resolved.

Response time. Responding to a homeowner's call or email is more an issue of timing than time. The remodeler may respond differently, for instance, to emergency inquiries that must be addressed immediately compared to those that may allow more time to resolve. That being said, no one likes to wonder if or when a call or email will be answered. Good customer service makes sure someone from the company responds with at least a confirmation that the inquiry has been received and that action will be taken within a reasonable and mutually agreeable time frame.

Collective calls. A remodeler may schedule a visit with a client to resolve a non-emergency issue in order to combine that response with other planned work at the house or a nearby project. This "collective call" approach minimizes the number of times a homeowner needs to make the house available to a remodeler's service team. Of course, emergency calls demand immediate attention, but collective calls can be a more convenient and efficient way to address a variety of concerns or maintenance issues at the same time.

By developing a documented plan of action to efficiently take care of our customers needs and concerns, we can achieve our goal of providing every homeowner with the best remodeling experience possible.

Warm regards,

info@highcraft.net
www.highcraft.net

c. 2008 All rights reserved.