We recently connected with John Johnson and have shared our conversation below.
John, appreciate you joining us today. One of the things we most admire about small businesses is their ability to diverge from the corporate/industry standard. Is there something that you or your brand do that differs from the industry standard? We’d love to hear about it as well as any stories you might have that illustrate how or why this difference matters.
In the residential remodeling industry, many say they provide great customer service. However, even with good intentions, many do not. At CSR, we have set into place processes and systems to not only say we provide great customer service but actually back it up. Our focus is providing our clients with a superior client experience when doing a remodeling project or new custom home.
We present to our client with what we call the Blue Ribbon Client Pledge. We back this up with a weekly text message to our clients asking just two simple questions. One, have we met or exceeded expectations for the week? Two, please provide a rating (1-5) with (5) being thrilled with joy. We also provide a comment box for them to ask a question or provide a compliment for a team member. This allows me, the president of the company to stay connected to my clients even when things get busy.
John, love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?
Creative Spaces Remodeling is a design-build residential firm providing in-house architectural services and construction services all under one roof. This allows us to take full responsibility for the entire project from beginning to completion. Clients are referred to us because they have been told we have the ability to lower their stress and simplify their complex problems with our proven 10-step process to success.
CSR specializes in the Design-Build Process for our full home remodeling projects with additions, adding second and third stories to their existing homes and one of a kind, custom homes.
I feel that “Listening” to our client is the first and most important step in our process. We must listen and ensure we fully understand what our client is trying to do or solve with their project. Only then can we start to design the solution.
We are known for our Blue Ribbon Client Experience
We’d love to hear a story of resilience from your journey.
Many years ago, I had an employee that took advantage of a family crisis I had which involved me needing to go out of state for about a month to help a family member. During my absence (3) large contracts were signed, which I thought was wonderful of course. However, upon my return and as we started the projects, we found that she has falsified trade contracts in order to sell the project at a low price in order to get their commission. This caused us tremendous financial stress.
I will not let an employee hurt my clients or the company’s stellar reputation, so I absorbed all the losses which were in the hundreds of thousands of dollars and completed all projects as we should have without the client knowing the difficulty doing so.
What’s a lesson you had to unlearn and what’s the backstory?
With all the new technology, all the many ways to do anything and everything these days, I have had to unlearn trying to incorporate all of them into my business. I have now learned to “keep it simple” and “do the basics better than anyone else.” This is why we focus on Client Experience as I feel this is what has truly gotten lost these days.
Contact Info:
- Website: remodelthebay.com
- Instagram: https://www.instagram.com/creativespacesremodeling/?hl=en
- Facebook: https://www.facebook.com/CreativeSpacesRemodeling/
- Linkedin: https://www.linkedin.com/company/creative-spaces-remodeling/
Image Credits
Tony J Photography