One of our projects was a major beach-front renovation designed by Herlong & Associates on the Isle of Palms, S.C., for a family from the Charlotte, N.C., area. Both husband and wife were busy physicians with incredibly demanding schedules, so their whole-house renovation in the Lowcountry came with a unique set of challenges.
Usually, a project of this scale with out-of-town clients requires a minimum of four to five scheduled visits for selection decisions and jobsite walk-throughs with our team at crucial points throughout the process, but with the family’s tight schedule, this wasn’t possible.
To meet selection deadlines and keep the build going smoothly, designer Deborah Way decided to take a time-sensitive part of the project to the clients — more than 200 miles away in Charlotte.
Based on phone conversations and emails with the client, Deborah created some great selection packages, loaded her car with the items they needed to see, and drove them to North Carolina to help our clients make some important selection decisions. The clients were appreciative of our flexibility and willingness to do whatever it took to meet their individual needs, and now this North Carolina family is well on its way to having the beautiful custom home of its dreams on a pristine Charleston beach!
Thanks to a dedicated designer and a couple of tanks of gasoline, we now have very happy clients who understand how much we value them as part of our Structures family. —Steve Kendrick is the owner of Structures Building Company, in Mt. Pleasant, SC., which uses GuildQuality to measure client satisfaction.
More REMODELING articles about customer service:
Sweating the Small Stuff: It’s the little things you do that set your company apart
Living the Nightmare: Some customer service reminders for remodelers
At Your Service: Great customer service means more than providing a completed project. Some examples of specific practices to ensure fantastic service
