client satisfaction

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

March 13, 2023 00:40:19

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…

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

Building a Team, Not a Family with Jef Forward – [Best of the Tim Faller Show]

January 23, 2023 00:40:45

While having a family-like culture is a well-intended premise, it is oftentimes impractical.

Companies may notice that one or two employees are intolerant of the family-like culture in place and leave the “family” dysfunctional.

Creating an environment where there is a structure that resembles a team, rather than a family, is a way to avoid intolerance, and grow as a company. In this episode, guest Jef Forward describes how he was able to achieve a team-like culture in his business, and why it has been successful.

Jef has a Masters Degree in Architecture from the University of Michigan and started Forward Design Build in 1997, focusing on a design and build method to ensure successful projects. He defines a successful project as a happy homeowner with a beautiful, functional home completed within ‘stated’ expectations of cost, service and schedule from the beginning of design to the end of construction.

Tim, Steve and Jef talk more about:

The “locus of control”
How to address and correct the path of someone who is trending sideways
How to efficiently communicate with different team members
And more…

Culture in Practice with Chris Stebnitz – [Tim Faller Show] S4 E13

January 16, 2023 00:40:28

Today on the Tim Faller Show, Chris Stebnitz joins the show to discuss building a culture in a remodeling company and the impact it has on the client experience. Chris talks about how building trust with your employees can enhance the company culture. While building a culture is important, there are also ways you can destroy your company culture including gossip or being a demanding leader. Chris says if the business owner is the only way the company succeeds, you will never build a culture.

Chris Stebnitz is the owner of Stebnitz Builders located in Elkhorn, Wisconsin. Chris is a Third-generation owner of Stebnitz Builders. He started as cheap labor for the family when he was in his teens. Chris then moved into sales in his 20s, marketing shortly thereafter and then focusing on sales management before purchasing the company in 2008 from his father and uncles.

Chris, Tim, and Steve talk more about:

How Stebnitz Builders built a company culture
Why trust is important for a company culture
and more…

Design and Production: What Happens When the Job Starts? with Morgan Thomas and Candice Rania- [Tim Faller Show] S4 E12

January 9, 2023 00:38:22

Candice Rania and Morgan Thomas rejoin the Tim Faller Show for a follow-up from their last episode, Design and Production: Can we really get along? In this episode, Candice Rania and Morgan Thomas join the show to discuss what happens once the job is started. They discuss challenges at the job site, whether it is unforeseen circumstances or supply chain delays. Candice and Morgan discuss how they resolve these challenges with the communication between the design and the production teams during the job.

Morgan Thomas started at Leff Design Build in Sonoma County, California 5 years ago as a project manager and was then promoted to her current role as the production department manager. She is excited and proud of her team’s input to the project’s budget, which she thinks has created an improved sense of ownership among her coworkers. Candice Rania is the pre-production manager at Leff Design Build and works closely with Morgan.

Tim, Steve, Morgan, and Candice talk more about:

How the production team helps with client experience
Connection between design and production during construction
Limiting slippage
Design’s impact on change orders
And more…

Culture! with Mitch Gray – [The Tim Faller Show] S4 E11

December 12, 2022 00:47:01

On this episode of The Tim Faller Show, Mitch Gray joins the show for the second week to talk about culture and how you can improve your company’s culture. Mitch says that many employers don’t know how to vocalize culture, and employees don’t know how to connect with it. He defines a good culture as how we live, move, and exist within a family or company. When a company creates a good culture, the energy and synergy are palpable, thus creating a better workplace where employees are held accountable.

Mitch Gray is the owner of Mitch Gray Media in Albuquerque, New Mexico. Mitch started the media company in 2015, and over the past 20 years, he has worked with and coached over 10,000 leaders and clients worldwide.

Tim, Steve, and Mitch talk more about

Four questions to measure your culture
Description of bad company culture and how to change it
And more….

The Key to Good Management is Listening with Christine Miles [Tim Faller Show] S4 E9

November 28, 2022 00:48:17

Today on the Tim Faller Show, Christine Miles joins the show to discuss how better listening skills lead to better communication. Christine explains why listening is so complicated and suggests some easy ways to listen better. She also highlights the importance of communication in creating trust between co-workers.

Christine is an author, professional keynote speaker, consultant, executive coach, thought leader, and entrepreneur. She is the Founder and CEO of EQuipt, a training and consulting company that helps leadership teams grow sales, develop people, and create cultures of understanding. She developed The Listening Path™, a transformational workshop on listening to understand, which has been taught at various Fortune 100 corporations, universities, law firms, and privately-held companies. She is the author of What Is It Costing You Not to Listen? which will encourage you to examine how you are listening. You’ll discover that not only are many of the problems in your life due to not listening effectively, but listening helps to solve most problems.

Tim, Steve, and Christine talk more about:

Failure to listen can cause culture problems within an organization
Improving turnover through listening
How listening can help your company’s bottom line
And more…

Design and Production: Can we really get along? with Morgan Thomas and Candice Rania [Tim Faller Show] S4 E7

November 14, 2022 00:45:36

On this episode of The Tim Faller Show, Candice Rania and Morgan Thomas join the show to answer the question: Can design and production get along? While the production and design teams have the same overall goal of completing a project that will delight their clients, they do it differently. Morgan and Candice talk about their struggles with time constraints, delays, and change orders and how they developed new processes that involve team reviews with proposed estimates to ensure each department has the proper budgets and limit unexpected client costs.

Tim, Steve, Morgan, and Candice talk more about

Integrating production and design and how that creates a better customer experience
Evaluating current methods and creating new processes can lead to better businesses
And more…

Co-Building Long Distance Jobs with Jordan Smith [The Tim Faller Show] S4 E6

October 31, 2022 00:36:04

Jordan Smith joined the show to discuss partnering with another remodeling company to complete a job two hours outside his service area. He discusses the benefits, risks, and challenges associated with the job type and the steps he took to mitigate problems.

Jordan and his wife Veronica started the Smith House Company four years ago to create beautiful and functional spaces that harmonize with their natural surroundings.

Join Jordan, Tim, and Steve as they discuss:

How to handle projects that are outside of the current service area
The risks and benefits of partnering with another remodeling company to complete a job
How to handle the relationships between the design company, build company, and customer

Click here to listen…