Stearns Design Build, a local remodeling company, received a 2019 Guildmaster Award from GuildQuality for demonstrating exceptional customer service in the residential construction industry.
GuildQuality is a third-party survey company providing client surveying for the top residential companies across the US and Canada. This award recognizes Stearns Design Build as a leader among more than 700 top flight companies in the industry.
Company President and Founder Hugh Stearns says the process of surveying every client is a key to providing high-level customer service. “Almost all of the time we get glowing reviews that we use to market the company,” says Stearns, “but the real gold comes when we get recommendations for improvement. It is this that pushes the company forward.”
Stearns Design Build uses GuildQuality to do end of project surveys. The surveys are about 20 questions that delve into every aspect of customer service that clients who have completed a project with Stearns Design Build answer. Stearns says, “Using GuildQuality allows us to gather deep knowledge about the customer experience without it being skewed by clients speaking directly to us.”
But Stearns Design Build also does in-house surveying. Every week, through a project, clients are asked to rate their happiness on a scale of 0-10. “This allows us to track the client experience throughout design and construction and take corrective actions if needed,” said Stearns. “Designing and building a remodeling project in a client’s home is inevitably stressful for them at times. While overall it is fun and exciting, there comes a time when people showing up at your house every morning gets old.” By knowing when remodeling fatigue starts to set in Stearns can take proactive steps to ensure maximum happiness.
“In the end, clients are always thrilled. Maximizing client happiness through the project takes a lot of attention to detail and a bit of finesse,” says Stearns.
The things that clients are most often thrilled with are the level of regular communication the company provides, their attention to maintaining a clean and dust free project, and especially the courtesy of those conducting the work.
The things that cause the most stress are noise, dust, and duration. Stearns Design Build puts a lot of focus on these areas to reduce anxiety. These measures include letting clients know when excess noise will be happening so that the can arrange to be gone, using dust walls and air scrubbers, and daily communication about the schedule.
Stearns Design Build can be reached at (979) 696-0524 and comments from the clients can be reviewed at the GuildQuality profile page.
