Customer Satisfaction

Setting Clients Up For Success

Providing an exceptional experience for a client must continue after the project is done.

Setting Client Expectations

Three Ways Pros Can Boost Efficiency in their Business

Managing Expectations in These Challenging Times

Builder Round Table: Conflict Resolution

How to Successfully Close-Out a Remodeling Job

Why I Switched to Cost-Plus

Living the Nightmare: Customer Service Reminders for Remodelers

Building a Resilient Farmhouse

COVID-19 Update: ‘July’s Theme is Relief’

Facing Down Remodeling Stigmas

When a Customer Tries to Destroy Your Company

The Hayward Score: A Rating of Home and Human Health

How to Dampen the Sound of Noisy Neighbors

Home Improvement Industry Ranks Second in Consumer Complaints

Trader Joe Was Customer-Savvy, Are You?

Buildertrend: Ease of Communication During Projects Is Highly Important for Homeowners

Survey: Budget Is the Biggest Worry and Source of Frustration for Remodelers

IBS 2020: Communication, Fun, and Cohesion Create Strong Culture

IBS 2020: To Build Your Brand You Must Understand Your Customer

The Customer Experience: Go Above and Beyond to Give Clients Lasting Memories

Lowe’s to Increase Hiring in Anticipation of Busy Spring Season

Manage Customer Expectations

Modernize: Homeowners Need Help Budgeting and Rely Heavily on Online Research

J.D. Power: Product Messaging and Customer Service Key for Window and Patio Door Brands

Remodelers Rank Second in Consumer Complaints for Second Consecutive Year

A Great Service Experience Creates Cherished Memories

As Best I Can

Sweeten Survey Finds Majority of Customers Have Positive Perceptions of General Contractors

Avoid Providing a Circus-Like Customer Experience

The Importance of Managing Your Online Reputation

Transparency: Good or Bad Idea?

How to Improve Communication With Remodeling Clients

2018’s Big50 Members Know Which 10% of the Job Matters Most

Remodelers Ranked No. 2 in Consumer Complaints in 2017, CFA Finds

How to Leverage Customer Service Insights to Save Your Customers Time

Experience Centers Help Remodelers and Clients Make Product Choices

The Five Secrets to Success in a Service Business

Surprises Are for Reality TV. Do All You Can to Avoid Them With Your Clients.

Heartburn Alert: Your Team Members May Be Giving Customers Mixed Messages

How to Avoid Midnight Calls

Check Out These Book Recommendations from the Case Award Winner and Finalists

A ‘Personal Touch’ Helped to Grow Abby Binder’s Business

How Partying Can Benefit Your Business

Start 2018 Off Right with These Tips for Online Review Management

You’re in a Service Industry. Serve Your Employees First.

Think You Do Good Work? Imagine How Your Remodeling Process Looks Through the Client’s Eyes

Customers Love Companies That Deliver the Personal Touch. Make Sure You’re One of Them.

Think Big When You Thank the People Who Brought You Big Customers

These Three Words Can Ruin Your Remodeling Business

Three Tips to Make Your Clients’ Deck Dreams a Reality

Follow this Prescription for Customer Satisfaction

What Going Out to Dinner Can Teach You About Running Your Business

This Business Feature Brings in the Cash

Marketing Experts Speak Out on How to Attract Today’s Customers

Due Diligence for Remodeling Professionals

What’s the Proper Remodeling Etiquette for a Homeowner?

Why “Good” Isn’t Good Enough to Meet Client Expectations

Forecasting Isn’t Just for Meteorologists

Home Improvement Suggestions for the Cautious Client

Eight Ways to Ensure Happier Clients in 2017

Paul Winans’ Greatest Hits

This Website Lets You Review Your Customers

Survey Says, You Need More Reviews

How to Write a Problem-Solving, Career-Protecting Remodeling Job Proposal

Escape the Sea of Sameness With a Killer Customer Experience

What This Editor Learned About Remodeling from Having Just Commissioned One

Nothing Pays Dividends More Easily Than Giving Thanks

Three Skills That Yield The Highest Customer Satisfaction

These 3 Skills Yield the Highest Customer Satisfaction

Don’t Be Afraid to Tear Up That Contract

Angie’s List Takes Down Walls Blocking Reviews and Ratings

4 Tech Hacks to Replace Your Pricier Systems

New Online Home Improvement Database Focuses on Customer Service

Sometimes, the Best Way to Be a Stand-Up Company Is to Provide a Place to Sit

To Get the Right Customers, Cop an Attitude

How to Manage Customer Pain Points on Either Side of Remodeling’s Great Divide

Harness the Power of Being Heard

How to Train the Ultimate Handyman

Don’t Let Your Desire to Be Liked Stop Your Real Goal: Getting Paid

Why Remodelers Should Stay in Touch

When Construction Ends, Your Job Isn’t Over

Survey: Consumers Say Reviews Rate More Important Than Stars

Try This Apple-Pie Trick to Win More Happy Clients

Customer Surveying 101: The Importance of Asking Questions

The Business Benefit of Doing Dinner

Consumers Love Local Home Repair Firms–Survey

A Guide to What’s in a Reasonable Working Relationship

Easy Solutions for Homeowners’ Shoulda, Coulda, Wouldas

Tips for Successful Customer Negotiation

Two ‘No Brainer’ Lead Gen Tools Contractors Aren’t Using

Problems Are Important. How You Respond Is More Important

How You Respond Can Turn a Problem Around

When It’s Show Time, Play Your Part

Sell More Jobs by Getting the Most Out of Your Just-Finished Work

Speed Up Sales and Set Your Business Apart With These ‘Silver Bullets’

Want to Understand Clients? Hire a Remodeler to Work on Your Home

Dos and Don’ts to Keep You Out of Court

Need to Please

Buy Your Remodeling Clients a Meal. It’ll Pay You Back Later

How to Help Clients Overcome Sticker Shock

How to Do a Great Job and Get a Lousy Review

Job Closeout Done Well, Part 1

Six Ways to Boost Referral Leads

Going Away for a While? Let Your Clients Know

Remodelers Forecast Revenue Gains This Fall and Winter

Give Your Best Customers ‘Patron’ Status

Why Bad-Mouthing Competitors Can Backfire

The Customer Is Always Right … If You Pick the Right Customer

Bad Roof Installations Offer Benefits—for Other Contractors

Is Painting Like Leftovers in the Fridge?

When a Good Angie’s List Promotion Goes Bad—Fast

How to Add Magic to Your Customers’ Experience

‘Yelp Trial’ Injunction and Retrial Denied in Case’s Final Conclusion

What’s the Missing Ingredient Keeping You From Success?

Callback Crunch: Ways to Limit Warranty Woes

Five Steps to Turn Your Clients Into Raving Fans

Why Polite Customers Are Bad for Business

Reviews That Launched ‘Yelp Trial’ Pulled

How to Work With a Difficult Client

Negative Online Review Lawsuit Under Way

Negative Online Review Lawsuit Back in Court

Pitch Personalization to Attract Choosy Clients

For In-Home Sales, Consult All Decision Makers to Avoid Confusion

Lack of Professionalism is a Red Flag for Homeowners

Devil in the Details

Referral Rewards That Are Small But Meaningful

Maybe It’s Time for More Regulation and Disclosure Requirements

CertainTeed Partners With Angie’s List

The $4.7 Million Client

Focus Your Culture on Service Excellence

Your Worst Construction Mistake Probably Wasn’t This Bad

Put Clients at Ease by Introducing Them to the Funk Chart

January Court Date Set for Suit Over Negative Online Review

What’s To Be Learned From Gathering Customer Feedback

Use Technology To Enhance Communication

Serving Existing Clients and Cultivating New Ones

Take the Lead and Help Your Clients Envision Their Future

37 Ideas To Help Clients Prepare Their Homes for Their Future Selves

Keep Yourself On Clients’ Referral List: Pay Attention To The Details

Responding to Online Reviews

Manage Personality and Policy to Forestall Jobsite Conflict

Degnan Design Builders Goes the Extra Mile for an Ailing Client

The Webs They Weave: What Norman Rockwell Can Teach You About Angie’s List

Improve Your Customer Service By Sweating the Small Stuff

The Power of Gratitude: Take a Tip From Hotel Customer Service

Q&A With Morgan Remmers, Yelp’s Manager of Local Business Outreach

A Simple Menu for Communication Success

The Good and the Ugly: Smart Companies Check Online Reviews Daily

The Good and the Ugly: Smart Companies Check Online Reviews Daily

Much Obliged: Who Fixes Those Old Windows?

Having a Tough Conversation: Handling Demanding Clients

Are You up for It? Challenging the Online Review Sites

ABCs of Selling: Present Options, Sell the Best

How a Structured Sales Process Benefits Your Clients and Your Company

Setting Up a Customer Quality Control Program

Don’t Believe the Hype: People Matter More Than Metrics

Managing the Awkward Moment and Making the Sale

The Human Link in Social Media: People As Content Links

How ‘CRAP’ and Delivering Exceptional Results to Your Clients Are Related

No Regrets: Pre-Drywall Inspection

Past Imperfection: Promptly Fixing a Fault Builds Client Trust

Silver Celebration: Marking a Remodeling Company’s 25-year Anniversary

Going Viral: Viral Marketing Tips for Remodelers

Floor Protection: Keeping Floors Damage-Free During a Remodeling Project

Personal Touch: Front-Line Contact With Customers Keeps Owners Grounded

Counteracting Client Fatigue During the Project

Power of Suggestion: Remodelers Manage Service Referral Requests in Many Ways

Pros Who Know: Tap Manufacturers and Suppliers for Training

Make It Meaningful: Why Customer Satisfaction Should Be Part of Your Bonus Equation

Moving Right Along: Keep Your Project on Schedule Regardless of a Client Dispute

In the Moment: Stay Focused on Client Needs to Manage Expectations

10 Questions Before Turnover From Sales to Production

Promotional Value: Define and Market Your Company’s Customer Experience

Resolution Solution for Customer Disputes, Part 1

Overcommunicate: Taking the Jobs That Nobody Else Wants & Making Them Profitable

It’s Not All About the Money: Building Relationships Is Key to Remodeling Company Success

How Using Angie’s List Can Benefit Contractors

Even Better: Updates & Improvements to the GuildQuality Website

Draw Them In: Using 3-D Software to Communicate a Design to Clients

Going the Extra Mile: How One Company Went Above & Beyond to Ensure Customer Satisfaction for an Out-of-Town Client

You Know You Need It: Building Effective Dispute Resolution Processes

Oh No They Didn’t! Clients & Their Crazy Demands

Ways to Control Your Punch List

Differently Built: Designing for Different Ethnicities

Conflict Resolution: Simple Steps to Avoid Landing in Court

One Year Later: Do Your Clients Still Love You? A Surprising Report

How-To: Tips for Creating an Effective Customer-Service Survey

Sweating the Small Stuff: It’s the Little Things You Do That Set Your Company Apart

Mate for Life: Remodeler/Client Partnerships With Staying Power