Tag Archives: customer service

Getting Insight Into the Client Experience

I’ve been talking for a long time about the importance of a great client experience. I got some insight recently that reinforces what I’ve been trying to get across to Production teams all over the country. I was with a contractor who’s having his own house built. He is subbing it out, not trying to […]

PowerTips Book Recommendations: December 2018

We’re making a list and checking it twice, to bring you our last edition of book recommendations for this year from our staff, facilitators, and Roundtables members. Add these selections to your own reading list or to your holiday gift list — to give or get. The recommendations run the gamut from business to fiction, […]

Looking for LEAN: Better Customer Experiences All Around You

Creating a successful remodeling company, one that’s profitable year in and year out, isn’t easy. That’s where LEAN comes in. You can look to many well-known companies for signs of how they incorporate LEAN practices and principles into their processes — and how that positively affects the customer experience.  Every day, we experience situations that have processes that are anything […]

[Podcast] Episode 23: Managing Your Customers with Chip Doyle

As a business owner, it seems like you manage everyone — your staff, your crews, your kids, your pets. But if you — and especially your designers — aren’t managing your customers, says Chip Doyle, you’re wasting time and losing out on potential profits. In this episode, Victoria, Mark and Chip discuss how to break […]

Is Your Company Disaster-proof?

For business owners, the tragic events unfolding before us in Texas prove the critical importance of having a disaster recovery plan. Ask yourself, “How would my business survive such a catastrophe? How would we continue to operate?” According to the Federal Emergency Management Agency (FEMA), 40% of businesses do not reopen after a disaster, and […]

Selling Without Slippage: Translate & Communicate

The responsibilities of a Sales Person range significantly within a remodeling company for many reasons. Typically, a sales person is rewarded by closing the deal and setting expectations with the client. However, it is equally important to know how he or she can help reduce profit slippage by communicating the client’s project details effectively, when […]

How to Say “I Don’t Know” Without Losing Face

Between my brother and me, we know everything. The answer to your last question… well, that’s one my brother knows. In all jobs – especially remodeling – there will be times when you don’t know the answer to something. In and of itself, this isn’t necessarily a bad thing. However, it can cause major problems for […]

The 4 C’s of an Amazing Customer Experience

The days of laying down canvas tarps in the hallway, giving the workspace a light sweep, and leaving a note for your client are over. The truth is; living in a home through a remodeling project is a highly stressful experience for the homeowner. (Yes, you are living there.) But don’t fret. With the proper […]

Market the “During” to Make a Difference

Are you using before-and-after pictures to market your business? Of course you are. You need to realize that while your photos are impactful and attention-grabbing, your competition is likely doing the same thing. A quick Google or Pinterest search will bring up millions of those beautiful images touting spectacular remodeling work. But as a professional, […]

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