Classic Remodeling was recently recognized for excellence in 2 publications. Qualified Remodeler has included Classic in it’s top 100 in their recent customer satisfaction report. Additionally, and more locally, Charleston Living Magazine has awarded Classic their Best of the Best award for Kitchen/Bath Remodeling.

Qualified Remodeler’s Customer Satisfaction Report – Top 100

Qualified Remodeler is a remodeling trade publication that was launched in 1975. Their mission is to provide industry relevant business education and information to their readers. For the last 7 years, they have collaborated with GuildQuality, a third-party customer satisfaction surveying company, to put out their annual Customer Satisfaction Report. The report attempts to answer the question “what does good customer service mean to today’s remodeling clients? and identifies those traits that homeowners consider most important when working with a remodeling professional.

As part of their report, they also highlight their top 100 customer service leaders. Classic Remodeling has, once again, been included as part of their top 100 list. Feel free to check out our profile, included as part of Qualified Remodeler’s report, to see how we’ve been handling some of the recent challenges facing the remodeling industry.

Charleston Living Magazine’s Best of the Best Award

Each year, Charleston Living Magazine invites readers to vote for their favorite local businesses in a variety of categories. These categories range from best restaurants and shopping to best services and attractions. Results of their “Best of the Best Awards” are announced in their July/August issue where you can find a complete rundown of the winners in each category. For the 9th consecutive year, Classic Remodeling has been named the Best Kitchen/Bath Remodeler in Charleston. Being a local award, voted on by local residents, makes this award very meaningful to us!

This year has been more challenging than many of us expected.  Labor shortages, supply chain issues, and rising material prices have required a lot of adjustments to the way we do business. All of it has been in an effort to ensure that we continue to provide the quality and service that our client’s expect. While we don’t get hung up on the accolades, we do see this recognition as one measure of whether or not we are succeeding in delivering on our promises. For those that continue to vote for us, or complete project surveys, we thank you for your feedback! Your recommendations are vital to our business!

 

 

Classic Remodeling was recently recognized as a customer satisfaction leader in Qualified Remodeler Magazine’s annual customer satisfaction report. As part of this special report, compiled in conjunction with GuildQuality, 60 of GuildQuality’s highest-scoring remodelers are profiled. These sixty firms were selected from a pool of over 15,000 GuildQuality members across the nation for excellence in providing customer service.

Classic is honored by this distinction and has always been committed to delivering the highest quality craftsmanship and customer service. We’re thrilled to have a “likely to recommend” score of 97% for 2017 and a 96% overall recommendation rate.

Measuring Customer Satisfaction

Qualified Remodeler’s annual report highlights areas of importance for consumers regarding their recent remodeling projects. The data was collected by GuildQuality and represents more than 100,000 consumer surveys.

As you can see above, homeowners have indicated that the three most important areas for determining client satisfaction are:

1. Trust
2. Problem Resolution
3. Value

Building trust is not an easy task. Remodelers need to establish their trustworthiness at the very first meeting with a potential client, long before we deliver a finished product. So, how do we do it?

We have always felt that clear communication is the cornerstone to building a trusting relationship with our clients. It is also the key to problem resolution on a job. We believe in setting clear expectations with clients at the beginning of our working relationship. We discuss everything from budget and schedule to the construction process, timelines for decisions on selections, and change order policy. Internal communication among team members is also essential. Our project craftsmen meet with designers weeks before a job start to review plans and talk through the project. Just prior to the start of construction we’ll do an on-site walk through. Our process during construction includes several regular check-ins with clients to review progress and discuss any questions that may arise.

At the end of each project we use GuildQuality to survey our clients. These surveys provide valuable insight into our customers’ experiences. Internally, it allows us to identify areas where we excel, as well as areas where we need to make some adjustments. As a GuildQuality member since 2003, we are fortunate to have 15 years worth of survey responses and testimonials from past clients. That feedback is in an invaluable resource to potential clients as we work to establish their trust in our firm.

Maintaining Trust Through Challenging Projects

Each project is different and presents a unique set of challenges. Qualified Remodeler asked us to describe our most challenging project type and how we alter our approach to those types of projects to maintain customer satisfaction. Our dedication to customer satisfaction and building trust shows in our response:

“Whole house renovations are sometimes a little more trying for the customer – with larger budgets and longer construction times, we tend to find the clients’ stress levels go up as the job goes along. In addition to trying to keep those lines of communication open with our staff, we also use GuildQuality to survey these larger projects more frequently throughout the job. We know that sometimes clients will share information with a 3rd party that they may not necessarily feel comfortable sharing with us directly. By surveying at key points throughout the job we can hopefully get a better gauge of how the client is feeling, giving us an opportunity to identify any areas we need to address before the end of the project, to make sure we wrap things up on a positive note.”

We know that when you decide to remodel your home, you want to work with a contractor that you trust. That’s why we are continuously working to refine our processes, identify areas for improvement and continue to capitalize on the things we do best. GuildQuality surveys are an important part of that process for us and we thank all of our clients who have replied to GuildQuality surveys in the past. It is through your feedback that we’re able to continue to improve and remain a leader in our industry.