Customer feedback is an important part of achieving continuous improvement of our business. Many businesses like to “say” they listen to the customer, but in truth sometimes they aren’t really listening. Archadeck of Columbus is different. We have been in business for a number of years and we regard the feedback that comes from our customers as a top priority. We are a fixture in the community and the same people we are providing outdoor living spaces for are the same people we live alongside, whose children play with our children, our neighbors. Our strong work ethic and professionalism stems from working in the hospitality industry where it is extremely important to get feedback, including negative as well as positive. We believe that in order to improve, we need to find out where to improve and this is why we provide two opportunities for our customers to provide feedback.
Our 1st feedback form is an internal comment card which is focused on the production side of your experience with us. It is a grading mechanism for our installers. We leave this with our customers with a self-addressed stamped envelope for convenience return. We receive about an 80% response from these comment cards. It is important for us to hear your point of view on your individual experience with us so that we can find out what we did right or wrong. We use the information to improve and share the results with our installers to let them know what we are hearing from our customers. Some people are reluctant to share negative feedback but this is what the comment card is intended for. We want to know how well we did, or didn’t perform. We want to hear the good, the bad and the ugly.
In addition to the internal comment card we also email customers upon completion of a project. These are things I share with the homeowner when we meet for our initial consultation and express the importance of providing all types of feedback. For us, the details are the most important. A good example of this is how important daily clean-up of the work site is to most homeowners. This is a detail that might be overlooked without the feedback of the homeowner. Archadeck of Columbus prides itself in getting very positive responses on details such as the installation process, and every day clean-up practices, etc. I share with everyone the fact that nobody is perfect and the way in which we continuously take measures to grade ourselves. There is no better feedback than that which is provided directly from the customer.
Here are a couple of real testimonials from our customers:
“We fully recommend Archadeck of West Columbus to anyone who is considering adding a deck, patio or other feature to their home. Mike and his crew were easy to get along with and no sales trickery was involved in the selling of Archadeck’s services. We would use Archadeck again and again!!”
“All in all, I could not be happier. My wife and I hire out a lot of work, and this quite simply was one of the best experiences we have ever had.”
Dan M., Westerville OH
This type of communication is what our customer feedback provides. A business model is only as strong as the opinion it holds from its customers. We use the information we gather from each customer to improve all areas of our business. This allows us to facilitate improvements.
To learn more about how we continue to provide quality structures and improve outdoor living for the Columbus area, contact Archadeck of Columbus today. (740) 879 – 3730