Customer Service Is Job #1
All of our services begin with one thing – we are committed to giving our customers exceptional customer service. Customer satisfaction is an obsession with us that begins with your initial phone call. Here is an overview of what you can typically expect from our company:
1Initial Call
You will hear a friendly voice from someone who is glad you called, and eager to help. With a full-time customer service staff, you’ll always be able to talk to a real person 8:00 am – 4:00 pm every weekday.
2Appointment
After a preliminary discussion of your project and scope of work, we will schedule an on-site appointment to review the project thoroughly.
We will:
Set an exact time for the appointment.
Show up on time (or call in advance if delayed).
Take measurements and gather information.
Make suggestions – finishes, product selections, constructive advice, etc.
Provide reference information (insurance, customer referrals, etc.).
Recap – make sure we understand your request fully.
Schedule – advise you how long it will take to prepare a proposal.
Follow up – call to schedule the delivery of the finished proposal.
We will:
3Proposal
4Contract
Upon accepting a proposal, we will prepare a contract that:
Has the full project details.
Covers all of the “legalese” that serves to protect all parties involved (Insurance,
worker’s comp, payments, etc.).
Establishes estimated project start dates.
Can be altered. We use “change order” forms to reflect any changes (additions/subtractions) that you may want to make to the “scope of work.” This form will show what costs will be involved for your change, and your approval is required before the work will proceed.
It would be nice to go back in time to when a handshake would “seal a deal” but we have found that our contract documents have allowed us to complete hundreds of jobs every year. Everyone can rest easy, because the full details of the project are spelled out in black and white. (Insist on this, regardless of whom you choose to build your project.)
It would be nice to go back in time to when a handshake would “seal a deal” but we have found that our contract documents have allowed us to complete hundreds of jobs every year. Everyone can rest easy, because the full details of the project are spelled out in black and white. (Insist on this, regardless of whom you choose to build your project.)
5Selection
6Project Scheduling
7Production
During the actual building part of the process, you will find the following:
Our employees are friendly!
Our employees wear identifying clothing.
We vacuum daily on remodels. We use dust curtains. We wipe our feet.
We use up-to-date building practices- seismic & wind resistance, energy efficiency, etc.
We are craftsmen.
If you want practical, we can do it.
If you want pretty, we can do it.
If you want “Now!”, we can do it.
If you want “SENSATIONAL!” WE CAN DO IT!!!
We have good ideas. If our carpenters see an opportunity to save you a buck, or expand your horizons, they will share their expertise.
We are proud. Our crews take pride in their work and our company’s reputation. They always try to improve both.
If you want practical, we can do it.
If you want pretty, we can do it.
If you want “Now!”, we can do it.
If you want “SENSATIONAL!” WE CAN DO IT!!!
We have good ideas. If our carpenters see an opportunity to save you a buck, or expand your horizons, they will share their expertise.
We are proud. Our crews take pride in their work and our company’s reputation. They always try to improve both.
8Completion
When we finish a project, we will ask you to walk-thru the work to verify everything is
completed to your satisfaction.
We will complete any punch-list/touch-ups, as necessary.
We will confirm your satisfaction, prior to final billing.
9Billing
As much as we would like to spread joy and cheer at no cost to our customers, we have bills to pay, as well.
We will provide itemized invoices for work completed.
We will be as detailed as possible, so that you understand what your payments are covering.
We do not invoice in advance for work that is not complete. We will ask for deposits for the ordering of specialty items, and securing scheduling slots with subcontractors.
10Follow Up
We will make sure you are satisfied.
After the job is completed and billed, we will ask you for your feedback so that we can praise our staff or improve the process.
After the job is completed and billed, we will ask you for your feedback so that we can praise our staff or improve the process.