By Phil Callen
One of the best parts of my job is getting feedback from satisfied clients. It seems that after nearly every one of the hundreds of projects we do each year, we receive an e-mail, hand written note, phone call, or response to an online survey that commends the quality of the project that was completed and the staff that made their experience stress-free.
These responses are important to all of us at Callen, as they reinforce our Mission Statement on a daily basis: “We genuinely care for people, our customers, and their homes. We believe in the philosophy, Quality Craftsmanship Works.”, as well as help us improve the service we strive to provide.
One way we obtain feedback is through GuildQuality, a third party service that surveys our customers at the completion of a job. Since March of 2013, we have had more than 1,400 customers rate Callen on a scale of zero to four (with four being the best) in a variety of areas. In the categories of Construction Quality and Expertise, survey respondents have provided Callen with either a three or four, with the vast majority scoring a four. In the categories of Clean & Safe and Quality of Workmanship, survey respondents gave us a three or four, while 98% of those surveyed said Callen staff were Professional and Organized. In fact, 97% of the clients that responded said they are likely to recommend Callen to family, co-workers, and friends.
We are honored to have been recognized as a Guildmaster Award Winner for the past four years, with all of us working daily to ensure we sustain our commitment to excellence to maintain our rating.
As equally important as the customer ratings are the words that are expressed regarding the work that is done. Recently a Mukwonago homeowner said, “The installation crew knew what they were doing. They arrived in a timely manner and completed the job quickly and cleanly.” A Waukesha homeowner said, “The entire Callen Team was outstanding in professionalism, quality of workmanship, and delivering to schedule and promise. The individual craftspeople were easy to get along with, communicate with, and easy to work with. All of the Callen resources were outstanding.” There are hundreds more of these types of comments and I swell with pride when I read these customer testimonials.
We cherish the confidence that our customers show in us and we know we need to bring the same commitment to quality to each project we do. During this season of Thanksgiving, I am appreciative of the talented staff that make Callen a leading remodeling and home improvement company in southeastern Wisconsin. The relationships we have forged with our suppliers and trade partners are instrumental to our business success. Lastly, the opportunity to serve our amazing customers in the communities we live and work in is truly a blessing.
Thank you again for working with Callen and best wishes to you and your families for a wonderful Thanksgiving and holiday season.