In its surveys of customer satisfaction, Boardwalk has found a 97% approval rating, McDaniel said. The company’s clients are mostly remodeling second or vacation homes, she added, and “they want us to know about what we’re doing, want to be listened to and want to have their houses treated respectfully.”
McDaniel said her company focuses on several factors for customer satisfaction:
- Being on time
- Keeping the job site clean
- Delivering high levels of craftsmanship
- Acting with integrity
- Demonstrating intelligence
- Making it seem easy when they are demanding
Preparing an NHQ application is an important step in every applicant's quality journey. Program participants benefit from the introspective process of preparing an application, as well as the insightful feedback received from a judging panel of industry experts. “Going through the application process really shifted my business plan,” said McDaniel. “It didn’t tie together before. Now it’s a document that is definitely connected from year to year. It’s more proactive than reactive.”
Winners of the NHQ Award are featured in Professional Builder and Professional Remodeler magazine articles that highlight their company's quality management practices and serve as a model for the benefit of the housing industry.
For more information on the National Housing Quality Program, click here, or send an e-mail.