Archadeck of Columbus continues to grow and improve based on the importance of customer feedback

Archadeck of Columbus discusses the importance of customer feedback in improving and growing our performance.

Archadeck Columbus covered patio deck
Customer feedback is important to us. Leaving you with a positive experience and a quality structure is our goal.

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.

A brief look at our customer survey card

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!!”
Andrew S.

“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.

Michael Reeder, Archadeck of Columbus
Michael Reeder, Archadeck of Columbus

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
westcolumbus@archadeck.net

Top 3 absolutely must know’s when hiring a contractor!

Ask a friend if they know a good doctor or  good contractor and likely just the thought of it will elicit strong reactions one way or the other. The fact of the matter is that hiring someone to provide a very important service is scary. These services affect our home, health, well being, wallet or all of the above. Horror stories abound but so do glowing recommendations. But, as we all know, one friend’s favorite restaurant may be one we don’t care for. One friend’s recommendation for an incredibly gentle dentist may put a hurtin’ on us. What I’m saying is that word-of-mouth recommendations are great most of the time. Let’s say 9/10 times your find your friend’s recommendation to be spot on and 1/10 times, it’s a complete miss. When we’re buying a small product or service, that’s OK. But, when we’re making a large purchase such as adding on to our homes, we just can’t take any chances. That 10% chance that a referral might be wrong makes the stakes way too high.

I have great news. There are 3 key questions to ask your prospective contractor that truly will help you make the right decision.

  1. Exactly who in the company is deciding how the project will be built?
  2. How EXACTLY will it be built?
  3. Can you absolutely guarantee that it will be built and that it will be built as agreed?

Here are the answers you’re looking for. Make sure the company is not only willing to but includes this information in your contract.

Exactly who in the company is deciding how the project will be built?

Will the company owner make this determination? Will the contractor or subcontractor make this decision based on some hand-drawings and a list of features? Will the carpenter make this decision? The contractor you want will have a unified body that governs their process. At Archadeck, we have such a governing body that creates our Unified Structural System. This system is a completely documented, tested, and fool-proof system for designing and constructing every facet of the job. No stone should be left unturned. Our national office had engineers test our system to review the details of how things are built.

How exactly will my project be built?

Does company have a standard for things like how big footers will be and what type of hardware will be used and specifying the proper size bolts to secure structure? Governing bodies in your local jurisdiction will dictate minimum code requirements and what do you think most contractors are going to build to? In our experience they will build to the minimum. They will use least material and least labor to build to minimum standards. Make sure your contractor has their own high quality standards. Almost always, those standards will exceed what is required by code. At Archadeck, we always build to exceed the standards set by code.

Can you absolutely guarantee that it will be built and that it will be built as agreed?

Ask the builder if they have a written binding guarantee that your project will be built as agreed. At Archadeck, we provide two distinct warranties. One guarantees it will be built according to our standards. The other unique warranty guarantees completion. We guarantee in writing.

Michael Reeder, Archadeck of Columbus
Michael Reeder, Archadeck of Columbus

Give us a call to discuss outdoor project ideas you have for your home. Whether it’s a roofed structure such as a porch, patio or sunroom or a deck or patio, we look forward to providing you with a free consultation and the information to back up what we say. (740) 879 – 3730 or email us at westcolumbus@archadeck.net