2. “What do your previous customers think about you?”
We have subscribed to an independent customer-review company since 2011 called Guild Quality. They contact all of our customers and ask them to give their honest opinion about how the job went. People are not shy about saying what they think! Guild Quality also follows 130 other companies in our industry, in order to get a sense of how companies compare to each other.
Of all the surveys sent out since 2011, our customers filled out 229 surveys and sent them directly back to Guild Quality. That was a total of over 2,600 answers to detailed questions. Our overall score is 97%, compared to the average of the 130 companies in our industry of 88%.
It’s a pretty comprehensive survey, with 18 questions covering communication, quality of materials and workmanship, problem resolution, and overall value in the view of the customer.
We’re pretty proud of the 97% score, but we’re also not satisfied that we have 3% of survey respondents who didn’t think we did a great job. We are in fact human and we do in fact mess up occasionally. That’s why we have the policy of your being able to contact James, the owner, if you ever feel like you may be part of the 3%.
We can’t guarantee perfection, but we can guarantee that we will make an energetic effort to fix the situation and make it right.
3. “Can you do the job I need done, at a fair price?”
It may be tempting for companies to say: “Of course we can do your job!” but we don’t say that. How can we? We don’t even yet know what you need done, so how could we!
There’s another reason: we’re not all things to all people. We focus our full-time efforts on being the best there is on the exterior of buildings. Sure, our craftspeople could do lots of interior work, but we stick to what we do best.
If the job you need done is on the outside of your property, there’s a good chance we’ll be able to help you. Just contact us and we’ll be happy to discuss your situation and expectations.
We also should be able to quote you a very fair price. We do many millions of dollars of business with suppliers, and that means we get discounts that are not available to the small fry. We have a real incentive to pass along savings to you, in order to win your business.
And speaking of prices, if you’re checking us out for storm restoration, we have additional good news: we go to bat for you with your insurance company, and can often negotiate a larger payout check from them to you. We talk more about this service here.