Families that want to stay together don't always want to stay together nonstop 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
Although a company's field staff has a huge influence on a customer's ultimate satisfaction, few companies provide customer service training to this critical group of employees. For David Merrill, president of Merrill Contracting, Arlington, Va., customer service is one of the most important aspects of his company's success. More
David Merrill, president of Merrill Contracting, Arlington, Va., has worked with architects for years -- and sometimes he would even get the jobs they asked him to consult on. Merrill decided to make a major change in the way he deals with the architects. More
