Customer Service

Client service isn't something we do; it is who we are. We are real people serving real people with a genuine desire for their satisfaction.

Some of the things we do to earn the satisfaction of our clients include:

• providing a well-managed process;
• hosting a Web site with 'My Project,' a password-protected feature that allows clients to manage their projects and communicate with their project team;
• creating an appreciation program to thank our clients and let them know our relationship with them is important.

We also continue to work on improving the services we provide. For example, in the past year, our staff has accumulated certifications in Kitchen and Bath design, Green remodeling, Lead abatement and more.

How do we know our clients are satisfied? We ask them frequently in satisfaction surveys. I believe we must get our whole team to buy into our approach: success through customer care. Then, as we hire, we need to hire those whose customer-care values closely align with ours. Finally, I believe a strong culture and core values are essential to consistency.

We also know they are satisfied because we have won awards for customer service. Among our proudest achievements are these:

Excellence in Customer Satisfaction — Awarded by Eastern Massachusetts National Association of the Remodeling Industry after independent solicitation of our clients.
2005
2004

2005 BENCHMARK AWARD – Best Practice for Customer Service

Bench Mark Leader in Customer Satisfaction

Professional Remodeler's Benchmark Market Leader program recognizes remodeling firms that are local market leaders as well as examples of best practices in action nationwide. It is a company award, not an individual award, recognizing excellence and innovation in at least one of the following areas: leadership, strategic planning, customer service, performance management, construction quality, human resources, supplier relationships and business results.

The editors of Professional Remodeler selected Mitchell Construction as the Benchmark Market Leader for Customer Satisfaction. As a result of winning the award, Mitchell Construction was featured in the March 2005 publication of the Professional Remodeler.