When your employee comes to you and says, "We've got a challenge and here are some solutions; what do you think?," rather than "We've got a problem; what should I do?" you know you've come a long way. Bob Fleming, owner of Classic Remodeling, Johns Island, S.C., has reached that point. He credits it, in part, to something he calls "start, stop, and continue." More
Many forms that remodelers use have war stories behind them; harrowing tales of how not having the form cost them thousands of dollars on a job, and how they've used it ever since. More
Bowers Construction, McLean, Va., has been conducting post-job customer surveys since it was incorporated 15 years ago. Co-owner Wilma Bowers says that due to the remodeling industry's poor reputation, homeowners are predisposed to thinking they will have a terrible experience. “We want to prove them wrong,” she says. “And the only way to ensure that you have a satisfied customer is to collect data and to continually refine the customer experience.” More
Remodeling is a highly technical art. It requires a grasp of the principles and practice of electricity, plumbing, engineering, geometry, and architecture. It requires a high level of craftsmanship as well as an ability to manage homeowners' expectations during a very emotional process. All of this while turning a profit. More
After having tried many incentive programs over the years, Bob Fleming, president of Classic Remodeling & Construction, Charleston, S.C., says his company's new program “is the first one that is designed to address problem areas and distribute the bonus money fairly.” More
When you're competing in a sea of upscale remodelers for homeowners already numbed by unsolicited mail, you might be tempted to save your money for another marketing medium. Bruce Wentworth opted instead to make a splash ó an oversized one. More
A remodeling company that takes care of its customers after the job is done is sure to get great referrals. That's why Classic Remodeling & Construction of Charleston, S.C., uses its handyman service to generate goodwill. The service is normally billed out at a rate of $80 to $100 per hour, but the company will sometimes drop the hourly rate for past clients, and in some cases it will do work for free. More
Whoever coined the expression “What you don't know won't hurt you” obviously never had a kitchen or bathroom remodeled. Yet even proactive clients who have done their research don't know everything that they will face. More
As part of some of his vanity designs, Charleston, S.C., remodeler Bob Fleming includes a much appreciated feature: a hairdryer drawer. The drawer has an outlet in the back, so homeowners can use the dryer and tuck it away in a drawer ó all without unplugging it. More