Quality Customer Service – A MUST!
I always tell my potential clients, “its fine to shop around… just think about how much time it takes to decide which pair of shoes to buy!” I’m sure not everyone spends as much time as I do purchasing shoes, but they usually get my point. I actually don’t have a lot of shoes, contrary to popular belief, so when I buy them it’s a big purchase for me. I need them to be comfortable and last a long time; they are a bit of an investment. Quality is important to me, as it is to anyone spending some money on something they will have for a long time.
The same theory applies when buying a kitchen. Finding the right kitchen requires a bit of shopping. Quality is important both in the products and in the customer service. Quality customer service can help you survive the most stressful remodels! Here are some things to look for when shopping:
Good Design: It does not matter if the project is big or small – a good designer needs to create that “Wow!” kitchen that you just can’t get from a big box home improvement store. Communication is key: your designer needs to listen to your wishes and help bring them to life. Your project will require a lot of attention – make sure you find someone that will give it to you!
Project Management: Hiring and scheduling contractors requires a lot of coordination. A schedule should be created at the beginning of the project to let the client know what is happening when. It should be modified whenever adjustments need to made if issues arise.
Speaking of “issues,” how are problems solved? Sorry, there is no “perfect” job! There will always be bumps in the road. What matters is the manner in which they are handled. Good communication from the designer and project manager will help resolve things quickly.
Completing the job: I have heard too many horror stories about a half-completed kitchen. The “final walk through” meeting is important – ask the firm if they do this as part of the remodeling process
Finally, finding the right kitchen design firm requires building a relationship. You should be able to trust your designer. You don’t want anyone that’s too “pushy,” you just need some experienced guidance. A lot of decisions will need to be made, and making those decisions with someone you trust is important. Don’t be afraid to ask for references; a good reference from an old client is the best testament to a job well done. All these things are signs of quality customer service… look for them when you are shopping!
An example of an excellent testament is listed below. We just received this one last week (about me!) and are pretty excited about it!
July 9, 2009
Evelyn and Kip Nicely
Nicely Done Kitchens
8934 Burke Lake Road
Springfield, Va. 22151
Mr. and Mrs. Nicely,
I wanted to let you know just how pleased we are with the completion of our kitchen. It exceeds my original vision and expectations, and amazingly it stayed on schedule while making adjustments as needed.
Having worked in Project Management for many large corporations, I was especially pleased to see that your company provides this level of service for your projects, as well as top notch designer services. Additionally, the attention to detail was impressive especially in areas like; ensuring the customer’s budget remains a top priority in all aspects of the project, order placement, coordination of contractor schedules, overseeing the entire installation, providing a single point of contact to the customer, new requirements, and a sincere effort to meet the customers final phase punch list items.
Of course none of these areas alone would make your company stand out from other competitors, however you do have something the others don’t; Sarah Clark. I found everyone in your organization to be professional, but I really want to express my sincere appreciation for the services and efforts that Sarah provided. I use to manage a staff of 22, and I could tell right from the beginning that could entrust Sarah to manage my kitchen install.
As I look back over this experience I believe I choose Nicely Done Kitchens primarily for Sarah’s services. She impressed me from day one and she continued to impress me throughout the entire project. At one of the initial meetings I provided Sarah Clark with all of my input on things that were most important to me; removal of an island, combining the kitchen and dining area, opening up the kitchen entry, a movable island, a small cabinet area on the opposite side of the kitchen, cabinets that went to the ceiling, a small pantry, etc. I joked with her that I want the “WOW” factor for my kitchen, not just a kitchen upgrade. Sarah made sure that every one of my requirements was met.
With years of project management experience I can see when someone possesses the perfect skill set. Sarah not only has that perfect blend of skills and expertise, but you can tell just how much she loves her job and how she loves the work she does. She is experienced enough to handle whatever issues come up and she makes what the customer perceives as “Big Issues” seem small as she works through a suitable resolution.
My family and I would personally like to thank the entire staff of Nicely Done Kitchens for a job well done, but most importantly we want to thank Sarah for her efforts from the beginning to the end. Her extra hours and dedication to every detail did not go unnoticed by us. Sarah, gave us the kitchen of our dreams. It has the “WOW” factor I was looking for. No way do I want take away anything from the others who contributed so successfully, but in my eyes Sarah was our “Designer All Star.”
Sincerely,
Annette Winward
Springfield, VA
