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 Because of our experiences with the high-end custom design clients who spend most of their time with us on design and construction customer care is considered a full time job for us. It is not a once or twice a week meeting or phone conversation. We clearly understand that the client expects perfection in all aspects of the process and we attempt to achieve this for them. Customer care is a 24-hour a day process of educating the client. They want to know each how, why, when, and what. I believe that most of our clients are qualified homebuilders when their projects are complete. They may not have the confidence to do so but have generally passed the Homebuilding 202 course.
We consider our warranty to last as long as the owner expects it to last. We consider the satisfaction of our clients and our responsibility to them to be such that we return to the job to take care of minor or major problems for over a decade. Recently I had a client who moved into their home 4 years ago call me to come fix a drywall pop and a drywall crack. We repaired it for him. I had a client call two weeks ago who had moved into his home 15 years ago. A couple of the exterior windows had deteriorated. I am going to repair them at my cost. I don’t recall ever denying or ignoring a client’s request to return to the job to fix or alter anything.
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