Customer Care Program  (CCP)

In an effort to achieve unparalleled customer satisfaction within the remodeling and restoration industry, we are presently developing and have begun piloting an innovative Customer Care Program .

Phase 1:  This is an elaborated approach to our previous pre-construction process.  It has been implemented to increase and sharpen the communication of information to and understanding between the client and the Firstcall staff.  Phase 1 is comprised of an extensive contract including a thorough Scope of Work and a Pre-Construction Conference Checklist.  The Scope of Work includes an itemized description of the work to be performed by Firstcall, thorough customer allowance sheets, and easy-to-use product selection forms.  The Pre-Construction Conference checklist is to better enable our field personnel to understand practical customer concerns before work starts.

Phase 2:  At intermittent points during the project, an office staff member of Firstcall contacts the customer by telephone.  This phone call is initiated to gather the information included on an Interim Customer Satisfaction Survey.  Once the information in gathered, it is forwarded to the project manager of that project.  This information allows the project manager and the Firstcall management team to get a pulse from each customer on how they perceive their job is going.  If action is needed to regain any customer confidence or remedy a problem, the survey gives us the opportunity to know about it with time to react and resolve the matter.

Phase 3:  Includes a final mailing of helpful customer information and, most importantly, a thank-you letter.