“Am I going to get a call?”

Jun 20, 2022

Quite a few years ago I was thrown into a very challenging start up. There was much to do and little time to do it – as usual. In the heart of all the chaos, I was introduced to my new boss… fresh out of college, nephew of the owner, no experience necessary.

As we drudged threw the next months of chaos, I found that I could lay out the grandest of plans – with charts and graphs and meticulous detail – and all my boss would say is, “Am I going to get a phone call?!” Unbeknownst to me at the time, he had single handedly simplified an ingenious business philosophy; if I’m not getting any calls, I must be doing something right.

Over the years I’ve never forgotten those simple, wise words and have worked to refine this philosophy into a standard operating procedure for small home remodeling businesses. This system is based on one thing – you guessed it; never getting a call from the customer.

Clear and distinct hand-offs from sales to operations are critical;

At every interaction with the customer and through every part of the customer’s process, we had someone completely in charge of communicating and handling anything the customer needed. From the customer’s first request for information, to completion of their project, it was very clear who was responsible for proper client communications.

When the customer was well take care of and had all their questions answered, and had someone communicating with them relentlessly about the current process, they were valued.

I constantly told our crews and staff that I absolutely knew – beyond a shadow of a doubt – that they were handling their customers very well and doing hundreds of seemingly unnoticed things correctly for one reason; “I’m not getting any phone calls”.

It’s a beautiful thing when the only contact from the customer is a stellar Google review or a personal thank you note. It lets you know you’ve built something stable, something that has longevity, something that everyone can be proud of.

Read More

The “Sales” process

The “Sales” process

The title; "Salesman" can have some oblique negative connotations. We all think of that...

Kitchens →

Bathrooms →

Home Remodeling →

Age Friendly →