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n a town like Charleston, positive and negative experiences get around quick. Fortunately for Structures Building Company, Cook Bonner Construction, ClassicRemodeling,andPhillipW.SmithGeneralContractor,ravingfansoftheirworkarenothardtofind.

Guildmaster Builder Awards

Four local contractors win top customer satisfaction awards by buildingquality products and customer relationships

By AERICA ENGLAND

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TheseCharlestonarea contractorshaveall been members of GuildQuality, a com-munityofhomeproswithacommitmenttoservice excellence, for over 10 years. In thattime,they’vereceivedGuildQuality’sGuild-master Award every year since its launch,which is quite an accomplishment as theAward recognizes residential constructionprofessionalswhowouldberecommendedbyover90%oftheircustomers.Theyare4of6companiesnationwidetoaccomplishthat.

Sowhat’s their secret?Theyput just asmuchtimeandenergyintocreatingoneofakindbondswithcustomers,astheydocreat-ingoneofakindhomes.

“Communication is really the key to asuccessfulproject,”statedBobFleming,Pres-identofClassicRemodeling.“Justasimpor-tantasourcommunicationduringtheproject,isthefollow-upaftertheprojectiscompleted.Wetouchbasewithourclientsafewmonths

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AnotherqualitybuildbyStructuresBuildingCompany.

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after the project is finished, andaroundtheone-yearanniversaryoftheirprojectcompletionaswell,tomakesureeverythingisstillmeet-ing the client’s expectations. Weprovide generous warranties onstructure, systems and finishes, soour clientsknowwe are commit-ted to getting the jobdone right.Showing our clients that we willstandbehindourworkestablishesa level of trust that keeps themcomingback.”

ClassicRemodelingandtheiraward-winningpeerskeepafingeron the pulse of project perform-ancethroughanindependentmul-ti-touchsurveyprocesspoweredbyGuildQuality.

“It’s invaluable to our busi-ness,” Fleming shares. “For ourlarger projects we survey multi-ple times – at contract, mid-waythrough, and 30 days after completion. It’sonemoreopportunityforustoevaluatehowourclientsarefeelingabouttheprocess,andallows us an opportunity to adjust or makeimprovementsasnecessarytoensurethattheclient iscompletelysatisfiedby the timewereachtheendoftheproject.”

After seeing their customer feedback

first-hand, it’sevidentthatthesecontractorsunderstand delivering on their promise ofcustomerserviceisthesinglemostimportantthingtheycandotoestablishtrustandcred-ibilityintheeyesofhomeowners.

“Wemakeitaprioritytoputourclientsfirst on every project,” stated Phillip Smith,PresidentofPhillipW.SmithGeneralCon-

(clockwisefromabove)LivingroominaCookBonnerConstructionhome;PorchareawithPhillipW.SmithGC;RemodeledkitchenbyClassicRemodeling.

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tractor.“It’simportanttousthateachclientisgettingexactlywhat theywant.By focusingnot only on building a well-crafted home,butalsoonbuildingrelationships,wedeliverpositiveexperiencestoourclientseachtime.”

It’sthosepositiveexperiencesthathavecultivatednotorietyofthesecontractors.

“A large percentage of our businesscomes from repeat clients and client refer-rals,soourcustomersatisfactionimpactsourfuturesuccess,”Flemingsays.“Inadditiontodeliveringqualityandvalueoneveryproject,our serviceandcommitment toclient satis-factioniswhatkeepsourclientscomingbackandthereasontheyaresowillingtoreferustotheirfriendsandfamily.”

Rick Bonner, Vice President of CookBonnerConstructionechoesthatsentiment.

“Customerserviceisourmarketingpro-gram,”Bonnershares.“Likeeveryoneelse,wehaveawebsite,butwerelyheavilyonreputa-tion and word of mouth for our references.Satisfiedclientsaremostimportant;wewanttobegladtoseeyouinthegrocerystoretocatchuponthings.”

Inanareaandindustrywherereputationis king, Structures Building Company, CookBonner Construction, Classic Remodeling,andPhillipW.SmithGeneralContractorhaveallbuiltenduringbusinessesusingthebesttooltheyhave,theirsouthernhospitality.¡

Formoreonthesecontractors,visitGuildQuality.com.

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