Salem N.H.
professionalbuildingservices.com
GQ All-time Recommend Rate: 100%
GQ 2022 Recommend Rate: 100%
Number of Jobs in 2022: 208
Type of Firm: Home improvement/Replacement
CEO: Peter Ciaraldi
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 secured two warehouse locations and bulk purchased the majority of products we installed on a daily basis to ensure we could continue to support the client base. We also incorporated new CRM which gave the clients a portal into where their projects stood on a realtime basis.
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?
The field crews like to know what the daily, weekly and monthly schedule is so they can prepare both mentally and organizationally for up coming projects. Communication and planning goes along way. We have quarterly all staff meetings where they have a say in how the office and administration staff can support them. We have “fun” company event whether it be cook outs or everyone just catching a movie on a rain out or harsh weather day. Getting the office staff and field staffs together tore down a lot of “walls” and everyone can identify the face with the name on the other end of the phone or email.
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.
We do. I absolutely believe that every one of our staff are just solid good people who will always put others ahead of themselves. The company staff sees that we do several community events which gives them a bigger purpose as well. The “feel good” projects whether it’s helping the elderly, disabled a community park or our military veterans are ones we talk about more often than any others.