client satisfaction

The Whiteboard: Onsite Visual Communication with Tim Faller and Greg Woleck – [The Tim Faller Show] S5 E15

February 19, 2024 0:30:52

In a world where technology is constantly evolving, it’s easy to overlook the power of traditional communication tools. Take the humble whiteboard, for example. It may seem outdated, but it’s actually a highly effective tool for remodeling companies. Tim and Greg discuss why whiteboards could be a good choice for any team looking to communicate effectively. By using a whiteboard, scheduling becomes a visual experience that can be shared with clients on job sites.

Tim and Greg talk more about:

Uses of a whiteboard in remodeling and other industries
Personalizing your whiteboard to your company
And more…

Capacity Beyond Demand with Chris Fox – [The Tim Faller Show] S5 E14

February 12, 2024 0:42:48

On today’s episode of The Tim Faller Show, Chris Fox is joining us as the guest to talk about the concept of Capacity Beyond Demand. In order to maintain a good budget and client experience, it is important to determine the capacity of each department, as having an over-capacity department can lead to a decrease in both. Chris Fox will explain how his company, Fox Home Innovations, uses this approach and its positive impact on the business.

Chris Fox owns Fox Home Innovations, LLC, located in Manhattan, KS. Chris founded the company in 2009 and currently manages the Sales Department. He and the rest of our Leadership Team want to hit their big goal of 90% self-performed Revenue by 2026.

Chris, Tim, and Greg talk more about:

What are the benefits for a business (owner) to have this as a principle of practice?
Is there any way to measure capacity?
And more…

Client Experience: It’s what they feel, not what we do! – [Best of The Tim Faller Show]

December 11, 2023 0:38:52

On this episode of the Tim Faller Show, Tim and Steve discuss the client experience and how to turn clients into raving fans. The client experience is all about how the client feels and not what you do. Tim differentiates the customer service a company provides from how clients perceive that service. Not only do salespeople have a major role in the client experience, but the production team and lead carpenter do as well.

Tim and Steve talk more about…

Establishing a client experience vision statement
The importance of a pre-construction meeting in providing an excellent client experience
And more…

Rebuilding the Pre-Construction Process with Dan Zimmerman and Dan Purnell – [The Tim Faller Show] S5 E5

November 6, 2023 0:46:15

One of the most challenging parts of construction is getting the preconstruction part of the job right. Today, on the Tim Faller Show, Dan Purnell and Dan Zimmerman join the show to talk about how they rebuilt this process at Alloy Workshop. Dan and Dan go through some of the red flags they saw before redoing the preconstruction process and how the change has helped the company.

Dan Zimmerman co-founded Alloy Architecture & Construction, located in Charlottesville, Virginia. Along with his business partner, Zach Snider, he has been at Alloy throughout all the growing (and shrinking) pains. At Alloy, they’re 100% committed to completing 90% of selections before a signed contract.

Dan Purnell is the Director of Production at Alloy Workshop. As Director of Production, the company has seen a turnaround. They had previously seen project duration slippage and GM slippage on all of our projects. They’ve focused on creating a comprehensive pre-production process so all selections, purchasing, etc., are complete before mobilization. This has shown much better performance regarding schedule and GM% slippage.

Tim, Dan, Dan, and Steve talk more about:

Step by Step on how Alloy rebuilt the preconstruction process
Results from the change
And more…

The 5 Statements You Should Not Make with Tim Faller and Steve Wheeler – [Best of The Tim Faller Show]

October 2, 2023 0:38:58

What we say is a reflection of what we think, and as clinical counselors will tell you, what we think will dictate how we act. So, how we act will of course dictate success.

Following this logic, words are very powerful factors in our success. But do we pay attention to those words? We tend to be concerned about what we say as it affects others, but what about the effect on ourselves?

What we say is often said without thinking of their potential consequences. They can be seen as excuses or statements of desperation, or they can be simply things we say when nothing else seems to fit. But all of them can have a negative impact on us and our work, so Tim and Steve share specific examples and how to avoid them.

Tim and Steve talk more about:

Encouraging new thought processes
Rephrasing the things we say
And more…

The Client Experience Part 2 with Camille Jenkins – [Best of The Tim Faller Show]

August 28, 2023 0:40:19

Today on the Tim Faller Show, Camille Jenkins joins the show to discuss the importance of the client experience and how it differs from satisfaction. Simply put, customer satisfaction is how happy your customers are while using your company’s products and services and how well you are fulfilled their expectations. Customer experience refers to customers’ interactions with a brand’s products and services during all stages of their purchasing process.

Camille Jenkins is a results-oriented, customer experience consultant, keynote speaker, and realtor. With a decade’s worth of real estate industry experience and operational knowledge, Camille brings a real-world approach to setting and delivering on expectations. Camille served as the Vice President of National Customer Relations at Meritage Homes Corporation. During her tenure, the organization annually delivered upwards of nine thousand new homes, and customer satisfaction improved from 70% to 90%. Currently, Camille Jenkins is the owner of Camille’s Keys located in Goodyear, Arizona.

Camille, Tim, and Steve talk more about…

Surveys for clients post-project and how to use them to impact change
How communication and education work together in the client experience
And more…

Using QR Codes for Field Communication with Nick Sandifer – [Best of The Tim Faller Show]

August 22, 2023 0:28:55

Today on the Tim Faller Show, Nick Sandifer details a new way to communicate in the field to help his team navigate the small details in elaborate projects. Nick and the Sandifer team use QR codes to help communicate better on the job site. The QR codes allow the project manager to view the electrical fixtures, architectural plans, and other information about the project. Nick discusses the effectiveness of the QR codes that lead to fewer phone calls from the team because all the data is in the QR code.

Nick Sandifer is the owner of Sandifer Design Build in Jacksonville, Florida. Nick is a graduate of Florida State University with a degree in Real Estate Finance, Appraisal and Feasibility. He started his building career with a large national builder, Centex Homes. Later he worked as a project manager for local custom home builder Benchmark Luxury Homes. His experience working for both national and local custom builders has allowed him to focus on the schedule and the details.

Nick, Tim, and Steve talk more about…

Benefits of using QR codes
Changing plans while using the QR code
The work that goes into making the QR codes for all the projects
And more…

Getting Some Help with Alan Hendy – [Best of The Tim Faller Show]

June 26, 2023 0:28:43

One of the biggest challenges for contractors, other than labor shortages, is the fact that many face the process of building a business in isolation and their experience is often graded as pass or fail.

When they pass they are happy, but when they fail it causes many issues for them and the families that they support. But where do they turn for help? Using the Power of Peers or hiring a consultant are both great approaches, and guest Alan Hendy joins this episode to help listeners explore the possibility of bringing a consultant in to assist in their business.

Alan is the CEO of Neals Design Remodel in Cincinnati, Ohio, a company that offers full-service design, estimating, and production of projects that transform their clients homes. He graduated from Miami University and spent time working in the insurance industry until 28 years ago when he returned to the family business to become the second generation owner of Neals Design Remodel.

Tim, Steve and Alan talk more about:

The benefits of hiring a consultant
Receiving and utilizing a consultants advice
Advice for those considering hiring a consultant
And more…

Remodelers Advantage Consultants Standing by to Help You…

Contracts for Contractors with Nisreen Hasib – [The Tim Faller Show] S4 E19

April 3, 2023 00:44:22

Today on the Tim Faller Show, Nisreen Hasib joins the show to discuss contracts for contractors. Nisreen discusses the importance of having contracts and some of the important items to put into those contracts. She also gives examples of some bad and good contracts that she has seen over the years and how they impacted the project. Nisreen also talks about revisiting contracts to stay up to date with state and national regulations.

Nisreen Hasib is the founder and CEO of Basil. Basil makes it easy for builders, remodelers, and general contractors to generate the documents they need at the click of a button. She is based out of New York. Prior to starting Basil, Nisreen was a labor and employment attorney and an executive at different venture backed companies based in New York. Nisreen started Basil in 2022, after finishing her first remodeling project in the Catskills. She saw that a lot of contractors were using out of date contracts, or contracts that had not been appropriately drafted, leaving them vulnerable to legal liability.

Nisreen, Tim, and Steve talk more about…

Do the contracts get more complex the more expensive the project is?
Reframing contracts
And more…

Using QR Codes for Field Communication – [The Tim Faller Show] S4 E17

March 20, 2023 00:28:55