The most important thing in remodeling is trust — between you and the homeowner and between the homeowner and the subs, says Marty Kersey, remodeling manager for ReStructure, the remodeling division of Structures Building Co., in Mt. Pleasant, S.C.
ReStructure helps this trust along by teaching its employees that they are “invited but unwanted house guests” who work around the homeowner’s schedule and lifestyle.
Through customer surveys done by GuildQuality, Kersey and company owner Steve Kendrick know that communication is important to building and maintaining trust and keeping clients (see “Talk It Up”). Over the years they have used various techniques for communicating with homeowners, such as a daily log book. Most communication now is done via text message and e-mail.
“I might hear from homeowners four or five times a day, and if we’re not responding within the hour, they think something’s wrong,” Kersey says. “But face-to-face meetings are the best way.”
Kersey and homeowners have a regularly scheduled weekly meeting for project updates. ReStructure’s progress report keeps the lines of communication open.
—Stacey Freed, senior editor, REMODELING.
