We got a great e-mail from a happy customer today. Those are really special because people so rarely take the time to say ‘well done’ any more. Of course, we consider a good job to be the baseline expectation for our crews, but it’s really nice when someone takes the time to say that they appreciate our work.
Because we’re doing so much more remodeling work these days, we are slowing down our processes and taking the time to try and hear what customers need. What we’re hearing a lot is that customers need to know who they can trust.
Once we have established a relationship with those we serve, we find them coming back to ask for referrals for all kinds of construction projects. Of course, we’re glad to share the names of those we’ve come to trust. It’s nice to know that you might have been able to help with someone’s tile, and that you’ve also given them a contact that will treat them with respect in regard to their plumbing, painting, siding, etc. as well.
Sometimes we think it’s all about tile, but it’s really about the people we serve and employ.