Surveying clients after their projects are complete prevents you from making the same mistakes over and over again. That's all well and good, but why not uncover homeowners' complaints when you still have a chance to make good on them? By doing so, you'll undoubtedly raise your customer satisfaction rate and, in turn, your repeat and referral business.
Bauscher Construction & Remodeling, in Loveland, Ohio, sends homeowners for whom it is doing larger projects this interim project satisfaction survey. It's a shorter version of the post-completion questionnaires the company gives to all clients at the end of projects. “I have to believe that if the client is satisfied, our field crews will be in a better mood and more productive,” company president Paul Bauscher says. “It gets back to the client experience: It's not what we build, but how.”
