La Crosse, Wis.
GQ All-time Recommend Rate: 97%
GQ 2022 Recommend Rate: 97%
Number of Jobs in 2022: 1127
Type of Firm: Home improvement/Replacement
CEO: Miles Wilkins
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?
At The Board Store we realized quickly we needed to switch our modes of work in regards to the changing climate of the pandemic. We put a priority on continued quality and stressed effective communication with clients utilizing new platforms. As far as timelines we made sure to let clients know about timelines up front and continually updated them if supply chain issues occurred throughout our process.
Overall, we have continued to promote and honor our ten year warranty. We have responded quickly to any negative reports brought forth by GuildQuality surveys. We have used texting for follow-up and to effectively keep customers up to date on quotes and timelines. We have stuck with our simple pricing without freebie coupons etc. so that homeowners never need to fear they are “left out.”
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 believe we have a positive attitude amongst employees, happy with the opportunity they have. We seek to match their opportunity and position to their personal preferences as well as their skill set. To increase employee satisfaction we implemented a full day dedicated to employee appreciation and increased PTO to three weeks for all employees with more increases over time.
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.
For many yeas our marketing has used the phrase “Improving Homes, Improving Lives.” We try to instill that in every employee. Our purpose is to make every homeowner’s home improvement experience pleasant and stress free with the outcome that truly provides a better life for them and their family.