Classic Remodeling & Construction, Inc.

by Emily Blackburn

Johns Island, S.C.
GQ All-time Recommend Rate: 96%
GQ 2022 Recommend Rate:
Number of Jobs in 2022:
Type of Firm: 
Bob  Fleming

QR: Your team was able to achieve high rates of customer satisfaction during the pandemic, a time of greater scrutiny because clients were at home more. There were also supply-chain delays. What measures did your firm take to maintain client satisfaction?

We find that being transparent with our clients, beginning with the initial meeting, is key to maintaining satisfaction as we move through the remodeling process. We set expectations early in the sales process, regarding any delays we have experienced, so that once we get into construction the client isn’t surprised if we encounter supply chain issues with any of their product. Once we begin construction on a project, we provide a weekly summary of work that has happened during the week, what we anticipate happening the following week, and any product issues that the client may need to be aware of that would affect the schedule. By keeping those lines of communication open, setting expectations, and providing regular updates, our clients see us being proactive on their project and are less upset by any surprises we may encounter along the way.

QR: Firms with happier employees have higher levels of customer satisfaction. What are the top ways you are able to keep your employees happy and satisfied?

We have focused a lot of attention on employee satisfaction over the last two years. We try to do events for employees and their families several times throughout the year. We have also instituted some recognition programs that allow us to celebrate employee anniversaries and a profit-sharing program that rewards our staff for helping us meet or exceed our production goals for the year. Additionally, we are setting aside time each month for training sessions to help make sure we are all aligned in how we do things. Our staff has input on the subject matter for the training sessions, so we can make sure we are addressing areas where they feel they want or need more training.

QR:Purpose driven” companies, those that exist to effect change or take action on something bigger than their products or services, attract a younger, higher skilled employees who tend to be more engaged workers. Some firms connect their “purpose” to a written mission statement. Do you operate a purpose-driven organization? And in what ways does your firm extend itself to outside causes.

As remodelers, our goal is to create beautiful, functional spaces that enhance and improve the lives of our clients. As a company, we take that mission to heart and apply it across many channels. We start internally, by ensuring we are caring for our employees and have a family-first mindset. We extend it out into our community by working with various charitable organizations that will directly impact the lives of our neighbors. Whether we donate our time and skills to building wheelchair ramps for Operation Home or collect toys for Toys for Tots through our annual toy drive, we strive to have a positive impact on our community.

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