GQ All-time Recommend Rate: 100%
GQ 2022 Recommend Rate: 100%
Number of Jobs in 2022: 12
Type of Firm: Design/Build, Full-service Remodeler
CEO: Rosie Romero Jr.
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?
Regardless of the environment that we are working in, communication is one of the keys to our success. From the very first visit, to the completion of a project, we are in constant communication with our clients. During construction our project managers communicate daily with our clients through in person, telephone, text and email conversations. As well as daily reports in our project management system that each client has access to. Particularly during the pandemic, delays were anticipated as much as possible and the potential impacts of those material delays were communicated with our clients before they ever became a surprise or issue. We also worked very hard to minimize those schedule impacts. We accomplished this through offering alternate products or adjusting the schedule to try to make for lost time.
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?
Our employees are happy! We’ve created a true team environment where people are supportive of each other. Nobody is perfect and mistakes happen. Rather than finger pointing we work together to learn from every experience and improve every day.
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. Every meeting we have we finish with our mission statement “Be better than we were yesterday, never be satisfied with who we are today”. Our clients are entrusting us with what is typically their most prized possession, their home. Our team recognizes this as we work to be of service to every one of our clients and their families. Always learning, always striving to be better than yesterday.