client satisfaction

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

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…

The Client Experience Part 2 with Camille Jenkins – [The Tim Faller Show] S4 E16

March 13, 2023 00:40:19

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…

Seeing Projects from the Client’s Point of View with Meghan Haines – [Best of the Tim Faller Show]

March 6, 2023 00:34:41

Have you ever gone through an entire job thinking that the client was delighted with your work and then discovered afterward that they liked most of it, BUT…. (you fill in the blank). So, the question remains, how do you ensure customer satisfaction or, as some call it, creating “Raving Fans?”

There is no better way to explore this than by asking real clients, and even better when the client has a remodeling background and can look at it from either viewpoint.

Meghan Haines is the Production Coordinator for Hercules Design Build, a remodeling company in the St. Louis area. Meghan has been with Hercules for a little over a year and a half; However, before joining the company, she was a client for three remodeling projects in her own home.

Tim, Steve and Meghan talk more about:

Background on Meghan’s household (size of house, family, pets, etc.).
Description of the projects that Meghan contracted for.
Sales & production: did they match and meet expectations.
The most critical action an on-site manager can take while working on a project.
Things that the contractor did that made the projects more bearable.
Advice for remodelers from the client’s perspective.
And more…

The Reputation Economy With Tess Jezek – [The Tim Faller Show] S4 E14

February 7, 2023 00:36:19

Tess Jezek joins the show today to discuss the importance of your company’s reputation in the reputation economy. In fact, Forbes reports that 60% of consumers are willing to pay more if they believe they will receive a better service. Tess discusses how an accurate description of your business online is smart business practice. In addition, good social status leads to robust pricing power, and client loyalty can lead to return clients, referrals, and new business.

Tess is the Director of Sales for Customer Engagement Solutions of Evercommerce. She manages the sales teams for GuildQuality, PulseM, and Customer Lobby. With close to a decade’s worth of experience in the industry, she understands the importance of customer experience, customer engagement, and customer retention as the most important drivers for your business.

Tess, Tim, and Steve discuss:

The importance of client feedback and when to solicit it
How to take control of the online narrative
How to use your online reputation to build a stronger business

Listen now