Chuck, you are right, quality craftsmanship is our core strength. However, as we have always discussed with our employees, subcontractors and vendors, quality means more than the nail in the wall.
That nail in the wall, or more specifically, the door installation, performed by our company may end up being the world’s greatest install. But, if everything leading up to it or away from it was done poorly, our customers won’t care or remember. As co-owner of this company, I never want to hear “the install was great, but…”
That is why it is so important for us to remember that our jobsite is another person’s home. That means that we personally enter this home with a high degree of care and respect. Our personal demeanor and presentation needs to be a cut above – clean, appropriate clothing, no cursing or rude behavior, no smoking on the property, no loud or offensive music while on the job. Excellent prep and clean up procedures while on the job will also show this high degree of care and quality.
But, the job didn’t start when we showed up. It started when the customer picked up the phone to schedule their door measure. It continues when we show up on time. It continues when we give them an accurate, comprehensive measure to take to the door vendor of their choice. It continues when we answer the questions of their door vendor to make sure of an accurate timely order. And it continues when we set up timely scheduling and then show up for it! So, a high quality install means from start to finish for every customer by every one of us – from the measure guy, to the door vendor, to our documentation & scheduling, to the sales clerk, to the guy loading the truck, to the installer, to sweeping up and hauling our trash away, to the lien waiver.
How do we do this? By having systems in place… we always do this, we never do that, we always do it the same way every time. If we all rely on these systems, then, this will allow each of us to excel at what we do. It will also allow all of us to be able to add our own personalities to the tasks at hand. And this is what allows all of us to enjoy and take pride in the experience.