Every remodeler advertises great customer service, but how do they really know if they’re meeting or exceeding their client’s expectations? Keeping a finger on the pulse of your company’s customer service performance must go beyond simply asking clients if they’re happy. Measuring your company’s ability to deliver great customer experiences should involve allowing homeowners to be completely candid with you, analyzing their feedback and creating actionable steps to improve your relationship with them.

Terry Stamman, co-owner of Twin Cities Siding Professionals, knows a thing or two about gauging customer satisfaction. He’s been doing it for his St. Paul, Minn., exterior remodeling business since 2009. Throughout the past five years Stamman has kept a close eye on his company’s customer satisfaction trends and considers their recommendation rate to be the one metric in particular that’s the ultimate indicator of a job well done.

“We hold our ‘likely to recommend’ rate as the gold standard of our business,” he says. “It’s incredibly important to us because we genuinely care about how our customers feel. When homeowners are willing to recommend us to friends and family, it makes our team proud because it reaffirms for us that we’re a good business.”

Twin Cities Siding is recommended by 99% of more than 400 customers. The company surveys customers at the end of every project to determine their “likely to recommend” rate and get a better understanding of how they’re performing in more specific areas of project performance.

“Whenever a customer survey comes in, our whole team drops whatever they’re doing to see the results. That’s how important it is to us,” Stamman says. “Our company culture demands customer satisfaction. It’s highly embarrassing to every one of us if

a customer responds to a survey question with anything less than agree or strongly agree.”

How Twin Cities Siding’s customers rate the team’s performance on jobsite cleanup and communication is something Stamman watches especially closely. Those two aspects he considers to be potential “silent killers” that could impact whether a homeowner would recommend his business. Jobsite cleanup is something he particularly emphasizes with his crew as it’s typically a client’s last impression of their business.

“We know that after we’re gone, the product that’s left flavors our customers’ feelings for the long-term,” he says. “The last thing I want to hear someone say about our company is, ‘They were great, but…’ If the product on the wall looks flawless, but there is a mess underneath, we’ve left an opening for a less than 100% satisfied customer.”

If a low customer survey score or customer review comes through, Stamman and team take action.

“Whenever there is a complaint or low score, the person or persons responsible are contacted to ascertain their view,” he says. “We then contact the homeowner to apologize and let them know we will return for another sweep through their yard.  Even one nail or piece of debris is too much.”

Twin Cities Siding has come to know what other remodeling service excellence leaders like them understand: Investing in establishing strong relationships with customers through measuring their satisfaction ultimately leads to establishing a successful business. – Erica England

Erica England is marketing manager at GuildQuality,  the leading provider of customer satisfaction surveying and performance reporting for the North American residential construction industry. For more information, visit Guild Quality’s website.

AUGUST 2014

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PRESIDENT’S COLUMN

Customer SatisfactionWith many of us having a robust business environment right now, it’s important to remember that customer satisfaction plays a big role to ensure that our businesses still thrive when things slow down a bit. This article from the NARI blog, reminds us how important customer satisfaction always is. Thanks to Erica England for sharing with us this month. John Puslat - President

Current Remodeling Conditions Fell in March SurveyNARI reports harsh winter may have played a role

2 – August 2014 | www.naridayton.org

Since 1860, Requarth Co. has been Dayton’s source for lumber, building material, moulding and millwork, kitchen and bath, windows and doors, decks, and custom mill services. In 2012, Supply One Cabinets and Design joined the Requarth Lumber Co. and moved to downtown Dayton to a new showroom. This showroom has more than 3,500 square feet of the latest in kitchen and bath cabinetry from KraftMaid, Quality, Greenfield, Mid-Continent, and UltraCraft to meet the demands of consumers, contractors and designers.

The company, which has been family owned and operated for five generations, serves an 11-county area in Southwest Ohio. Their 28 employees understand custom, special order, and hard to source projects, and have the knowledge to assist with project preparation.  Focused on service, they can supply the right materials for the project.

The Requarth Co. is proud to have been involved in NARI for over two decades and enjoys being associated with contractors and remodelers who take pride in their craft, professionalism, and are committed to being better business owners.  They understand the pressures that customers face in a market that is slowly recovering from a long and deep recession and offer competitive pricing. As a member of the Progressive Affiliated Lumbermen (PAL), their buying power matches that of much larger companies.

A new showroom features kitchen and bath cabinetry, Andersen windows & patio doors, Therma Tru & Masonite Exterior doors, TimberTech deck & railing, Larson screen doors, Schlage locksets, Somerset wood flooring, and moulding collection. Visit them at 447 East Monument Avenue, or call (937) 224-1141.

Featured Supplier – Requarth Company

Working Outside? Sizzling Hot Temperatures, Watch Out for Heat Related Illnesses

It’s hot and humid, and the summer temperatures are climbing! Unless you’re in an air-conditioned environment, you’re most likely sweating and uncomfortable. You’re probably tiring more easily, and you may be working and moving more slowly. What you really need to be concerned about is the heightened risk of heat-related illnesses.

According to the Bureau of Labor Statistics Census of Fatal Occupational Injuries data, 230 heat-related deaths occurred between 2003 and 2009. 40% of these fatalities occurred in the construction industry. Over that same time period, 15,370 heat-related injuries/illnesses requiring days away from work have occurred. It is necessary for employers and their employees to be able to recognize heat-related symptoms and know what to do to combat heat-related illnesses.

Heat cramps are painful muscle spasms in arms, legs, or abdomen caused by losing body salt while sweating.

What to do: Have worker rest in shady cool area. Hydrate by drinking water, clear juice, or a sport or vitamin drink that contains electrolytes.

Fainting may be a problem in the heat, especially if you spend a lot of time standing in one place.

What to do: Sit or lie down with feet slightly elevated. Also moving around, rather than standing still, reduces the risk of fainting in the heat. Keep hydrated with clear liquids.

Heat exhaustion can make you feel weak and possibly dizzy and/or nauseous. Other symptoms include headache, chills, clammy skin, and profuse sweating.

What to do: Rest in a cool spot, preferably sit or lie down with feet slightly elevated, and drink plenty of fluids. If your condition doesn’t improve, seek medical attention. Following an incident take it easy for a few days and reduce your pace of activity – especially if excessive heat continues to be a factor.

Heat stroke is life threatening. Emergency medical attention is required. A victim of heat stroke stops sweating, causing the body to overheat. Symptoms include hot and flushed skin, very high body temperature, confusion, and possibly followed by loss of consciousness.

What to do: Call 911. Move the victim to a cool place, sponge with cold water, apply ice packs or cold drink cans, or immerse in cold water. Provide water or clear fluids only if the person is conscious.

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Asian-style interiors evoke an image of serenity and tranquil calm. This style is a popular choice in bathroom design as the desire to escape hectic, urban lifestyle in a peaceful spa-like oasis is growing increasingly popular. Contemporary bathrooms with an Asian flair – especially in bathrooms – accomplish this by blending colors found in nature with clean, contemporary lines that create a sense of harmony and balance. Creating an Asian-inspired bathroom takes an understanding of several different styles and their distinct characteristics to achieve the result you want, according to the National Association of the Remodeling Industry (NARI). A recent profile study of its 7,000 member companies revealed that 81 percent of projects are upgrades to existing bathrooms.

“Contractors are getting busy as remodeling continues to gradually trend back up in 2014,” says Kevin Anundson, MCR, CKBR, NARI National President and vice president of Renovations Group Inc. in Elm Grove, Wisconsin.

Sol Quintana Wagoner, senior interior designer for Jackson Design and Remodeling in San Diego, says there are many ways bathrooms can be remodeled to blend an Asian feel into a bathroom remodel. Jackson Design won a 2014 National CotY Award for an Asian-style bath under $30,000 where the homeowners wanted to make a memorable, dramatic statement in their contemporary-style home. The project featured a wall of tile in deep hues of ebony, gold and dark brown to create an earthy backdrop illuminated by gold leaf lighting. The lights use a cable system with weights to adjust the height and are a functional solution with an Asian heritage. A curved mirror framed in a rustic wood hangs above an arced onyx sink that glows on top of the free-standing vanity with Shoji-style doors. Light is brought in through a fixed window with obscure glass as well as a simple black entry pocket door fitted with Shoji-style panels.

“We find that clients requesting Asian-inspired designs for their remodel often have acquired an affinity for Asian aesthetics during their travels or while building their collections of art and objects. They want to live with a visual expression of that affinity in their daily lives, surrounded by beautiful design in their homes” explains Quintana Wagoner.

While trying to plan for Asian-style interiors, balance is often the key defining aspect. In addition to finding the right harmony of not just the colors, it’s important to use different textures and elements. Adding glass partitions,

natural stone decorations, wooden floors, bamboo blinds and a few organic textures, as well as the use of both natural and lighting fixtures, is also critical.

Light and water play a prominent design element in a Japanese-style master bath suite created by Foxcraft Design Group in Falls Church, VA, that is filled with calm and tranquility. The project, which won a National CotY in the Residential Bath over $60,000 category, has a large open curbless shower that lets light flood in from the widow and skylight. Using a combination of half and full walls, the shower provides both privacy with controls at the entrance that allow adjustment of water temperature before entering the shower area. The grey and brown colors found outside on the home’s Japanese-style exterior are mimicked in the textured wet floor shower tiles, while the cross-cut pattern on the porcelain tiles is softly reminiscent of tree bark and is accentuated by the wood cabinetry. Shoji screens allow natural light to filter through and provide the ability to open and close access to the dressing room area and commode.

Bathroom renovations opening the space to bring in light and using nature-inspired design elements such as river pebble showering floors is a trend that DreamMaker Bath and Kitchen in Colorado Springs, Colo., are also seeing. “People want a warm, spa-like abode that is welcoming,” says owner Mark Witte, who does about 50 projects a year, of which 75 percent are bathroom remodels. Homeowners are opting for stream showers with multiple showerheads, tiles on the walls, music and built-in televisions.

A bathroom remodel is considered one of the better returns on investments. Costs can vary, depending on whether the footprint of the original bathroom is maintained or plumbing lines and electrical wires need to be moved. Experts estimate that homeowners reap about 65 percent payback from a bathroom remodel.

“What we’re seeing in our market is a range of bathroom remodeling projects with master suites ranging from $40,000 to $60,000 that involve a complete tear-out of everything, rearranging of fixtures, new double vanities, tub, shower and commode,” Witte says. “Hall bathrooms and powder rooms are usually about $15,000, when the footprint of the existing space is used. What drives the cost is how much you move around, the size of the bathroom, upscale fixtures, and plumbing. Customers want to spurge on comfort items like heated floor tiles and towel racks.

East Meets West in Bathroom Remodels

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The Importance of Experience in the Construction Industry

Do you really need experience for a construction job? Several would say that experience is not really necessary, and many construction companies do hire workers with no experience for smaller jobs. But according to James Day, an experienced AECOM public health engineer, experience is vital especially for construction and engineering students. “Start looking for work experience as early as you can, even in your first year,” Day advises students. “Don’t wait for your department’s work placement tutors to feed opportunities to you.”

And Day isn’t the only one who thinks experience is essential. Most graduate recruiters agree that construction-related experience really improves a graduate’s chances of landing job offers in the future. In the TARGET jobs recruiters’ board held last year, majority of recruiters pointed out that generally, when it came to job offers graduates who had industry work experience were better able to answer pertinent questions and tackle assessment exercises.  Benefits of Experience  The benefits of experience are not only limited to graduates, but extends to those who continue to expand their experience through the years. James Moschoyiannis, better known in the construction industry as Jim Moschoyiannis, is a director and shareholder of one of Australia’s leading construction companies, L.U. Simon Builders. But he didn’t get to where he is now simply out of pre-graduate experience, but years of continued experience and learning.

Throughout his career Jim has handled projects of every scale and from every sector, which led him to be promoted from being project manager to construction manager in just 7 years and appointed director in just 6. His long and fruitful career is evidence enough that experience is crucial not only in landing those first construction jobs but making it to well-respected positions within the industry.  Gaining Experience at the Start  For the majority of those entering the construction industry the most difficult part is finding opportunities to gain experience at the very start. Usually, recruiters won’t take graduates on an unpaid basis due to minimum wage legislation, and most other companies can’t afford adding paid placement students over the people they have already hired. 

So what can construction students do to gain some early experience? Here are some helpful tips: 

• Get sponsored. Sponsorships or scholarships from construction companies will not only provide financial support to students but will guarantee work experience placements, particularly during the holidays. 

• Apply for paid work experience schemes. There are plenty available online for all kinds of construction-related positions from quantity surveyors to engineers to project managers. 

• Work-shadow. Knowing the predicament of construction students, recruiters have been very keen on giving students every possible opportunity to gain experience. One of these is work-shadowing opportunities. When students spend time observing professionals at work rather than taking on work themselves, they don’t go against any legislation and still gain insights regarding the work involved. To gain this opportunity, students must write well-researched and well-written cover letters and CVs asking for permission to work shadow a professional. 

• Voluntary work. It’s possible to do voluntary construction work during the gap year, but this may require a fee or some fundraising for certain charities. 

• Temp work. If possible, students should check whether they can get temp work in a related field. There’s no doubt that experience bears a lot of weight

in the field of construction. Gain it early and develop it consistently and you can achieve much success in the industry. 

By Joan Yin

August Membership Meeting – August 26, 2014, 7:30 a.m. to 9 a.m. – Building Inspection Updates at the Miami Valley NARI offices

Happy Hour – September 10, 2014, 4:30 to 6:30 p.m. – Location TBD – Hosted by Tony Sucato and Heather Craaybeek

Golf Outing – September 22, 2014, 11 a.m. check in/ 1 p.m. shotgun start/6:30 p.m. cocktails, dinner and awards – Walnut Grove Country Club

Details coming soon!

August 2014 | www.naridayton.org – 5

It’s Time to Get Ready for Golf!

The 2014 Miami Valley NARI Golf Outing will be held on Monday, September 22, 2014 at the beautiful mature course setting of Walnut Grove Country Club. Take a break from your busy schedules to plan on this revamped event for 2014. We will have a great afternoon of golf and socializing, followed by a delicious steak dinner in the clubhouse. Make plans to join us at this new venue for our annual outing.

Annual Golf Outing

136 South Keowee StreetDayton, OH 45402

Ph: (937) 222-6274 | Fax: (937) 222-5794info@naridayton.orgwww.naridayton.org

Date: Monday, September 22, 2014 Place: Walnut Grove Country Club, 5050 Linden AvenueTime: 11:00 am Check in and Lunch Cost: Golf & Lunch – $100 (Golf, 1/2 cart and driving range) 1:00 pm Shotgun start Dinner – $50 6:00 pm Cocktails (cash bar) 6:30 pm DinnerAttire: Proper golf attire; No jeans permitted

Company ______________________________________________ Contact _________________________________________

Email ___________________________________________________ Phone ___________________________________________

Return this form along with your payment to the NARI office via email, fax or mail. Cancellations with refunds will be accepted through September 12, 2014.

All name changes must be received by September 15, 2014

Please note that Walnut Grove is a non-metal golf spike facility | Please write CLEARLY and fill out ALL fields

Participant Name or Company Name

1. ____________________________________________________________________________________________ o Golf o Dinner

2. ____________________________________________________________________________________________ o Golf o Dinner

3. ____________________________________________________________________________________________ o Golf o Dinner

4. ____________________________________________________________________________________________ o Golf o Dinner

# of Golfers __________ x $100 = _______________ | # of Dinner _________ x $50 = _______________ | Total: ___________________

o Cash/Check (Payable to Miami Valley NARI

o Credit Card #: ________________________________________________________________________________________________

A portion of the proceeds from the golf outing will be contributed to the Gary Porter memorial Scholarship Fund.

Get your name in front of Miami Valley NARI’s biggest remodeling companies! Each year, over 70 decision makers from Dayton and Cincinnati are a part of this great event. Sponsoring Miami Valley NARI’s golf outing is the perfect chance for you to market yourself and your business to an ideal target audience.

Sponsors are encouraged to staff (if necessary) their sponsored area (hole, registration tables, etc...) Particpating sponsors are allowed to put their personal touch on whatever area they are working at. Bring whatever you want to make your hole the most exciting, interesting and memorable stop on the entire golf course!

See back side for sponsorship benefi ts and details.

Miami Valley NARI’sAnnual Golf Outing

Miami Valley NARI | (937) 222-NARI | info@naridayton.org | www.naridayton.org

Event Date and LocationMonday, September 22, 20141:00 p.m. Shotgun Walnut Grove Country Club

Sponsorship Opportunities

Sponsorship Type: _______________________________________ Total enclosed: $

� Check: Make check payable and return to Miami Valley NARI 136 South Keowee Street Dayton, OH 45402

� Invoice my company (members only)

� MasterCard � Visa Name on card Account # Signature Expiration date

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Sponsorship Benefi tsPresenting Sponsors - $800• Name affi liation: “Miami Valley NARI Golf Outing presented by Your Company Name”• Premium logo/name placement on all promotional materials including: Logo/Name and link on Miami Valley NARI website (www.naridayton.org) Logo/Name and link in emails/online promotional materials from Miami Valley NARI Logo/Name in Miami Valley NARI’s newsletter “The Remodeler” Logo on specifi ed on-site signage and visual presentations• One hole sponsorship at event ($100 value)• Registration for foursome included ($400 value)

Dinner Sponsor - $600• Secondary logo/name placement on all promotional material including: Logo/Name and link on Miami Valley NARI website (www.naridayton.org) Logo/Name in emails and online promotional materials from Miami Valley NARI Logo/Name in Miami Valley NARI’s newsletter “The Remodeler” Logo on specifi ed on-site signage and visual presentations• 1/2 off of Foursome Registration ($200 value)

Hole-in-One Insurance Sponsor - $375• Logo/Name and link on Miami Valley NARI website (www.naridayton.org)• Logo/Name on specifi ed on-site signage/visual presentations at prize hole

Registration Table Sponsor - $300• Logo/Name and link on Miami Valley NARI website (www.naridayton.org)• Logo/Name on specifi ed on-site signage/visual presentations

Golf Carts - $300• Logo/Name and link on Miami Valley NARI website (www.naridayton.org)• Logo/Name on golf cart signage

Box Lunch Sponsor (2) - $200• Logo/Name and link on Miami Valley NARI website (www.naridayton.org)• Onsite signage

Drink Cart Sponsor (1) - $150• Logo/Name and link on Miami Valley NARI website (www.naridayton.org)• Logo/Name and drink cart signage

Keg Sponsor (1) - $150• Logo/Name and link on Miami Valley NARI website (www.naridayton.org)• Logo/Name signage

Hole Sponsor (18) - $100• Logo/Name and link on Miami Valley NARI website (www.naridayton.org)• Name/Logo on signage at specifi ed hole

Longest Drive Sponsor - $100• Logo/Name and link on Miami Valley NARI website (www.naridayton.org)• Name/Logo on signage at specifi ed hole

Closest to the Pin Sponsor - $100• Logo/Name and link on Miami Valley NARI website (www.naridayton.org)• Name/Logo on signage at specifi ed hole

Putting Green Sponsor - $100• Logo/Name and link on Miami Valley NARI website (www.naridayton.org)• Name/Logo on signage at Putting Green

Leader Board Sponsor - $100• Logo/Name and link on Miami Valley NARI website (www.naridayton.org)• Name/Logo on leader board

August 2014 | www.naridayton.org – 7