Trust And Service Form Platinum's Framework

By Author: Norma Zager
Total Articles: 2
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After 20 years on the job, Bob Luce has honed his keen instincts about what it takes to keep customers happy and returning to Platinum Remodeling for their home improvement needs. The proof is the high return rate among their satisfied clients and the numerous referrals they receive everyday.

Bob, who takes great satisfaction in his job and the company he built, is quick to credit his capable team for their stellar reputation.

I get great pleasure in seeing something old and in need of a remodel take on an updated look and new life. There are so many details each job is really an accomplishment. I am very detail oriented so I must rely on my staff to do their job. Our people are knowledgeable and really come through for the client.

Bob admits his is a challenging industry due to the poor work of some less reputable companies.

We are always very honest with our customers about the unexpected challenges they may face during any job, but educating them makes them more appreciative of how well we do our job. It isn't the problems that ...
... may arise on any job that matter, it's how they are overcome the customer appreciates.

He says the staff at Platinum works hard to earn their customers' trust by hiring good people and training them.

We have a system in place that works very well for us and our clients. Once they work with us and know we can deliver for them, they bring us back again and refer us to their neighbors and friends.

Bob says they don't operate under a cut and run mentality.

We are not interested in getting the job, getting paid and getting out. We stress service because we know in the long run it's the referrals and return customers that are your best investment and a source of real pride.

According to Bob, Platinum's secret to success begins with the project manager. He's the point man from day one when he visits potential customers and establishes a positive and trustful working relationship.

Bob says Platinum's goal is to hear the client and that's what the Project Manager is trained to do.

You need to listen to your client. Pay close attention because they know what they want, and it's our job to ensure the project turns out to be what the client envisioned. Good communication helps avoid future problems.

A home is the most precious investment a human can have. A home, regardless of value, is a place you live in morning noon and night. Comfort is important, so there is always room for home improvements.

Bob believes there are two ways to approach this exercise.

Some homeowners ignore their home's issues which detract from the value. Cosmetic fixes improve the look somewhat, and may help keep the home fresh, but updating and creating new spaces will always enhance a homes value. The economy plays a small role because people may cut out expensive meals and vacations, but they always maintain their home.

There are three areas of improvement. Necessity is when something breaks down such as wiring or pipes. Perhaps a natural disaster may force you to attend to certain problems. Maintenance like carpet and painting keep your home looking good, but this doesn't change the home's value. Upgrading a kitchen or bath adds real worth to your home and the cost is usually recouped when the home is sold. A custom kitchen is the number one upgrade to add value. Negligence can decrease your home's price and what you don't do today will cost more money later.

Our cabinets are custom built and we use the finest granites, tiles and marbles. The customer selects the materials and sees the future room virtually on the computer.

Platinum's project managers have design backgrounds and work with designers to help clients create and coordinate their dream rooms.

No matter what happens after we leave, our customers know we will be there to repair or fix any problem. Good service and quality work is why our clients come back time after time and trust us with their homes. We want to be your re-modeler for life and establish positive long-term relationships with our clients. The best advertisement is word of mouth from satisfied customers and that is what we strive for.