Wet hardwood floors that are wet and buckled can be dried in place as long as they are solid hardwood and not laminates or engineered floors. A wood such as solid oak will return to the same state it was in prior to getting wet once it is properly dried. The floor needs to be set to properly dry with the proper containment, air circulation system such as drying mats, proper dehumidification and metered monitoring.
The key is to get to the floor quickly and begin the proper water extraction which is done through a specialized mat system. General Contractors who are not experts in drying want to remove the floors which expands the size of the job in dollars and is a huge inconvenience.
If you have ever lived in a home during hardwood floor replacement and sanding you know how disruptive this can be. All furniture will need to be removed from the site. The entire area needs to be contained. The dust from the sanding is a fine dust and will infiltrate your entire home. The fumes from the finish are hard to live with.
Drying of the floors is a very viable and non disruptive method of handling a wet floor.
Donn Peacock
Owner
Thursday, February 26, 2009
Wet Drywall
Wet Drywall is restorable in the event that it is not on a ceiling where the drywall is "sagging". This of course is true on clean water losses only. There is no need to cut and replace drywall as long as the proper ASD (Applied Structural Drying) methods are utilized. The Insurance Restoration process is changing due to developments and studies that have been conducted to improve the drying methods. The old fashion method of tearing out drywall and carpet is obsolete on clean water losses.
The other major benefit of drying in place rather than tearing out is saving the disruption to your life or business by creating a major construction project in the middle of your home or business. We dry all finishes in place and then determine if a particular finish needs to be replaced due to damage.
Donn Peacock
Owner
The other major benefit of drying in place rather than tearing out is saving the disruption to your life or business by creating a major construction project in the middle of your home or business. We dry all finishes in place and then determine if a particular finish needs to be replaced due to damage.
Donn Peacock
Owner
Wednesday, February 25, 2009
What is 24/7/365?
24/7/365 is a total commitment by a company for its customers to be able to reach a project manager or responsible party within minutes any time of the day or night any day of the year.
An easy thing for a company to put in an advertisement but a difficult thing to achieve day in and day out unless the company you are working with is completely committed to driving excellence into the entire customer experience. Our commitment as a company is we stand behind everything we do any time of the day or night. This is a way of life in our company.
We at Paul Davis Restoration & Remodeling are busy on holiday weekends and off hours because we actually answer the phone and work with our customers. This is not just something we do for the first call. We live by this. When you call at 3:00 am in the morning you will be patched through from the answering service to a company employee and will most likely be speaking to the owner of the business or one of the top three managers. Why? Because we believe customer service is a way of life. We believe customer service is not a department or an occasional company event but is the responsibility of each and every employee from the top down every hour of the day and night every day of the year.
We never close is a reality!
Donn Peacock
An easy thing for a company to put in an advertisement but a difficult thing to achieve day in and day out unless the company you are working with is completely committed to driving excellence into the entire customer experience. Our commitment as a company is we stand behind everything we do any time of the day or night. This is a way of life in our company.
We at Paul Davis Restoration & Remodeling are busy on holiday weekends and off hours because we actually answer the phone and work with our customers. This is not just something we do for the first call. We live by this. When you call at 3:00 am in the morning you will be patched through from the answering service to a company employee and will most likely be speaking to the owner of the business or one of the top three managers. Why? Because we believe customer service is a way of life. We believe customer service is not a department or an occasional company event but is the responsibility of each and every employee from the top down every hour of the day and night every day of the year.
We never close is a reality!
Donn Peacock
Full Service Insurance Restoration
Insurance Restoration is a complex business with many areas of expertise needed to complete the total project.
Paul Davis Restoration & Remodeling is a Full Service Insurance Restoration Contractor. What does this mean? We take charge of the total job from first call and providing the initial emergency services through full reconstruction and resetting all of the personal property back into the job. We assist you with every aspect with our own employees. You will not be calling five different companies trying to coordinate all facets of the job. We handle everything, one call one contact. This is what you are entitled to and this is what we will provide to you.
We are the only Full Service Insurance Restoration Contractor in our service area.
Proven performers working with you side by side, assisting you in putting your life back together one day at a time.
Donn Peacock
Paul Davis Restoration & Remodeling is a Full Service Insurance Restoration Contractor. What does this mean? We take charge of the total job from first call and providing the initial emergency services through full reconstruction and resetting all of the personal property back into the job. We assist you with every aspect with our own employees. You will not be calling five different companies trying to coordinate all facets of the job. We handle everything, one call one contact. This is what you are entitled to and this is what we will provide to you.
We are the only Full Service Insurance Restoration Contractor in our service area.
Proven performers working with you side by side, assisting you in putting your life back together one day at a time.
Donn Peacock
Tuesday, February 24, 2009
Secondary Damage in Structural Drying
Secondary Damage is caused when a drying company working in your home or building is not fully trained in structural dying methods and utilizes air movement without the proper amount of dehumidification. The excessive air movement evaporates the moisture into the air and personal property is damaged from the excessive humidity.
Items that can be damaged are works of art, photographs, papers, books and all items of personal property. Hiring trained and certified personnel and companies makes a difference. You get one chance to do the job properly. Our employees at Paul Davis Restoration & Remodeling are certified and aware of the effects of improper drying methods.
Donn Peacock
Items that can be damaged are works of art, photographs, papers, books and all items of personal property. Hiring trained and certified personnel and companies makes a difference. You get one chance to do the job properly. Our employees at Paul Davis Restoration & Remodeling are certified and aware of the effects of improper drying methods.
Donn Peacock
ASD Applied Structural Drying
ASD (Applied Structural Drying) is a method of drying buildings that are wet from water intrusion. This method is Certified by the IICRC as an approved method of structural drying and utilizes the most efficient equipment available today.
On a clean water loss we no longer need to remove drywall and carpet and move massive amounts of furniture. The ASD (Applied Structural Drying) method utilizes extremely efficient water extraction, dehumidification, air movement, digital monitoring of air and materials and a scientific method of drying which insures less disruption and less in building construction.
Under ASD (Applied Structural Drying) methods you will see set in your home or building the following equipment:
On a clean water loss we no longer need to remove drywall and carpet and move massive amounts of furniture. The ASD (Applied Structural Drying) method utilizes extremely efficient water extraction, dehumidification, air movement, digital monitoring of air and materials and a scientific method of drying which insures less disruption and less in building construction.
Under ASD (Applied Structural Drying) methods you will see set in your home or building the following equipment:
- LGR (Low Grain Refrigerant) Dehumidifiers - Very efficient and will remove grains of moisture to a level lower than standard dehumidifiers. We utilize Phoenix brand which is the most efficient LGR on the market in its size range.
- Axial Air movers - These air movers push two times the amount of air as a standard (snail shaped) air mover.
- Xtreme Extraction water extraction equipment - Removes all but about 4% of the water that has infiltrated the home. Standard Wand removal is not comparable and leaves most of the water in the pad and carpet.
- Digital read thermohygrometers which read the moisture content in the air and the temperature of the air to calculate grains of water in the air. These are also used to test the Dehumidifiers daily to see if they are achieving grain depression.
- Hammer probes to test the level of water in hardwood floors and framing.
We measure control points within the structure to set EMC (Equilibrium Moisture Content) goals for different material types.
We like to call our method 'The Science of Drying". This is a very specific method that has been tried and tested with IICRC Certification. Our technicians are all certified in drying not just the owner of the company. For your building insist on seeing the certification card of the people in your home and of the crew chief. It makes a difference.
Donn Peacock
Monday, February 23, 2009
Better Business Bureau and NPS Ratings
When hiring an Insurance Restoration Contractor research their abilities not only in providing a great quality project but in providing a level of superior customer service. The total interaction between customer and company is a huge part of what you are paying for. Of course we all put up great comments about our most satisfied customers but what about the total picture? When looking into a service provider ask to see their customer service scores over the past year. Ask how many customers are put on a do not call list (This is the list they know will give them bad results so the company does not put them in their sample group).
Check the Better Business Bureau and the State Contractors License Board for complaints against the company you are considering. Complaints are the tip of the iceberg in many cases.
We at Paul Davis Restoration & Remodeling have a current NPS score of 52 with a zero do not call and a Better Business Bureau Rating of A+ over 10 years. We stand by our reputation and in particular the ratings we receive from independent rating companies. We work hard at delivering an excellent customer service experience. After all this is a huge part of what you are paying for as a consumer.
Donn Peacock
Check the Better Business Bureau and the State Contractors License Board for complaints against the company you are considering. Complaints are the tip of the iceberg in many cases.
We at Paul Davis Restoration & Remodeling have a current NPS score of 52 with a zero do not call and a Better Business Bureau Rating of A+ over 10 years. We stand by our reputation and in particular the ratings we receive from independent rating companies. We work hard at delivering an excellent customer service experience. After all this is a huge part of what you are paying for as a consumer.
Donn Peacock
Sunday, February 22, 2009
Working with Insurance Restoration Professionals
With the state of the economy and construction in general there are many contractors who are migrating into the insurance restoration field to get work. They are not uniquely qualified to do the work that we in insurance restoration specialize in. First and foremost they are contractors where we in the field are insurance restoration service providers.
Insurance restoration contractors understand the methods of pricing and negotiating with insurance companies. The unit price language we in the field live by is far different than lump sum pricing that most contractors live by. Insurance restoration professionals provide detail price breakdowns, photos, diagrams, cause statements and job progress reports.
Having a standard contractor do an insurance restoration job is much like fish out of water. They do not understand the pricing and working with adjusters. They do not have the software that speaks the insurance language. They do not understand code upgrade work and how it is priced.
We at Paul Davis Restoration will help you walk through the process working with you and your insurance company providing you excellent customer service during your time of need. Remember it does not cost you more to work with the best. We rate our service and quality on every job! Customer service in our company is not a department, it is each and every employee and each and every customer contact. Driving excellence in to the process one step at a time!
Donn Peacock
Insurance restoration contractors understand the methods of pricing and negotiating with insurance companies. The unit price language we in the field live by is far different than lump sum pricing that most contractors live by. Insurance restoration professionals provide detail price breakdowns, photos, diagrams, cause statements and job progress reports.
Having a standard contractor do an insurance restoration job is much like fish out of water. They do not understand the pricing and working with adjusters. They do not have the software that speaks the insurance language. They do not understand code upgrade work and how it is priced.
We at Paul Davis Restoration will help you walk through the process working with you and your insurance company providing you excellent customer service during your time of need. Remember it does not cost you more to work with the best. We rate our service and quality on every job! Customer service in our company is not a department, it is each and every employee and each and every customer contact. Driving excellence in to the process one step at a time!
Donn Peacock
Trees on a house or building after a storm
High winds and heavy rain will cause trees to uproot and fall on houses or buildings. This is a very dangerous situation for the homeowners or building tenants. Not only does the tree compromise the structure the holes caused by the tree allow water to enter the structure. As well the building may need to be secured against vandals or unwanted guests.
Normally the insurance will pay to remove the tree from the building and minor removal of brush. In some cases the tree removal from the structure is simple but occasionally cranes must be brought in so the tree does not cause further damage to the structure as it is removed or does not topple down a hill and damage another structure. Know what your tree removal limits are. How much will insurance pay for that brush removal? Be careffull and work with a company that understands how to price and remove under the policy.
Normally the insurance policy will pay for all resulting damage to the house, structure or personal property. Call a reputable insurance restoration contractor to complete the work and work within the policy limits.
Paul Davis Restoration & Remodeling is a full service insurance restoration contractor and completes all facets of the work with it's own qualified employees.
Donn Peacock
Normally the insurance will pay to remove the tree from the building and minor removal of brush. In some cases the tree removal from the structure is simple but occasionally cranes must be brought in so the tree does not cause further damage to the structure as it is removed or does not topple down a hill and damage another structure. Know what your tree removal limits are. How much will insurance pay for that brush removal? Be careffull and work with a company that understands how to price and remove under the policy.
Normally the insurance policy will pay for all resulting damage to the house, structure or personal property. Call a reputable insurance restoration contractor to complete the work and work within the policy limits.
Paul Davis Restoration & Remodeling is a full service insurance restoration contractor and completes all facets of the work with it's own qualified employees.
Donn Peacock
Friday, February 20, 2009
As an insured you have a choice!
As an insured that suffers a loss on your homeowners policy you have a choice as to who works on your property. This is your property and it is your decision as to who you hire to perform the work on your property or posessions. You have the choice to select the highest quality service provider to work for you. As long as the price is fair and the work is covered by your policy there should be no issue with selecting the highest quality service provider who will also provide the highest quality in customer service.
Select carefully and know who your service provider is. It does not cost you any more to do the work with the best company. In the event the work that is to be performed is all covered by your insurance policy you should not need to pay any more than your deductable.
In the event any changes to the work is negotiated be sure that all agreements are in writing and priced accordingly so you know exactly what you will pay for additional work.
Donn Peacock
Select carefully and know who your service provider is. It does not cost you any more to do the work with the best company. In the event the work that is to be performed is all covered by your insurance policy you should not need to pay any more than your deductable.
In the event any changes to the work is negotiated be sure that all agreements are in writing and priced accordingly so you know exactly what you will pay for additional work.
Donn Peacock
Contents Restoration
Contents Restoration for the lay person is the process after a fire that assists in the restoration of all of your personal property (Your stuff as they say!)
After a fire our crew will enter the home or office and room by room inventory and photograph all of your personal property. This inventory is done electronically and catagorized with bar charting. Each item in your home or business is accounted for. We seperate what is called the non salvagable items (your stuff that is burned or damaged beyond repair) from the salvagable items (your stuff that needs to be cleaned or deodorized). This helps you establish what the damaged items are worth with your adjuster so you can be paid from your insurance company for the damaged items. We then pack all of the personal property in boxes , place it in Vaults (similar to how items are stored at a moving and storage). Your personal property is then transported in the vaults to our processing facility in San Jose and every item meticulolsly cleaned and deodorized. This cleaning is done by the most advanced euipment available today. Some of the items are fine detail hand cleaned, depending on the items. We then repack and store the items in vaults in our warehouse. Once your home is rebuilt we return all of the items and place them back in your home.
Any items that are required to be restored are taken care of including furniture, photographs, important papers, family heirlooms, clothing, items of sentemental value. One item at a time restored to preloss condition.
This is an incredibly detailed part of the business yet a very important process that will help you restore your lives after a disaster. We take great pride in the quality of our work in this area. Paul Davis Restoration & Remodeling is the highest quality provided of this service in California.
Donn Peacock
After a fire our crew will enter the home or office and room by room inventory and photograph all of your personal property. This inventory is done electronically and catagorized with bar charting. Each item in your home or business is accounted for. We seperate what is called the non salvagable items (your stuff that is burned or damaged beyond repair) from the salvagable items (your stuff that needs to be cleaned or deodorized). This helps you establish what the damaged items are worth with your adjuster so you can be paid from your insurance company for the damaged items. We then pack all of the personal property in boxes , place it in Vaults (similar to how items are stored at a moving and storage). Your personal property is then transported in the vaults to our processing facility in San Jose and every item meticulolsly cleaned and deodorized. This cleaning is done by the most advanced euipment available today. Some of the items are fine detail hand cleaned, depending on the items. We then repack and store the items in vaults in our warehouse. Once your home is rebuilt we return all of the items and place them back in your home.
Any items that are required to be restored are taken care of including furniture, photographs, important papers, family heirlooms, clothing, items of sentemental value. One item at a time restored to preloss condition.
This is an incredibly detailed part of the business yet a very important process that will help you restore your lives after a disaster. We take great pride in the quality of our work in this area. Paul Davis Restoration & Remodeling is the highest quality provided of this service in California.
Donn Peacock
Thursday, February 19, 2009
Who is really working for you!
Do you know the people who are working in your home or offiice? Does the company you hire actually run annual criminal background checks on all of the people that are working for you? Verify that the background checks are actually run and that there are no serious criminal arrests or activities on the workers record.
Reputable companies check the complete background of all employees to insure that they know who works for them. Many companies will tell you that they check this but only a few of the top companies actually pay for such checks.
We at Paul Davis Restoration & Remodeling - San Jose care about you, your family and/or coworkers. This is one vital check that provides an essential step to insure a positive customer experience.
Donn Peacock
Reputable companies check the complete background of all employees to insure that they know who works for them. Many companies will tell you that they check this but only a few of the top companies actually pay for such checks.
We at Paul Davis Restoration & Remodeling - San Jose care about you, your family and/or coworkers. This is one vital check that provides an essential step to insure a positive customer experience.
Donn Peacock
Wednesday, February 18, 2009
Delaminated Carpet
Delaminated carpet is caused, most of the time, by the improper removal of the carpet while it is attatched to the tack stip. Simple training in the proper methods of instalation and removal of carpet will prevent the delamination.
Properly trained emergency services technicians know the proper techniques of carpet removal. Improperly trained workers remove the carpet with a set of pliers and delaminate the carpet. This occurs when the wet carpet is removed and the carpet and backing seperate. The proper method is to use a kicker to ease the carpet off the tack strip.
Using the services of companies that employ non IICRC trained technicians is a problem and will cost you and your insurance company more money. Insist that the company you hire is not only certified by the IICRC but that they have IICRC Certified Technicians actually on the job and doing the work. Many companies do not want to spend the money to train all of their employees but only train a few managers. Unfortunately the manager is usually in the office and not doing the work. All certified technicians have certification cards that they carry with them on the job. Ask to see the level of their certification and training. Any trained technician is proud to show you their level of training and expertise.
Paul Davis Restoration & Remodeling is raising the bar on a daily basis.
It is not about us, it is about the customer and delivering the highest level of customer service available in the market today.
Donn Peacock
Properly trained emergency services technicians know the proper techniques of carpet removal. Improperly trained workers remove the carpet with a set of pliers and delaminate the carpet. This occurs when the wet carpet is removed and the carpet and backing seperate. The proper method is to use a kicker to ease the carpet off the tack strip.
Using the services of companies that employ non IICRC trained technicians is a problem and will cost you and your insurance company more money. Insist that the company you hire is not only certified by the IICRC but that they have IICRC Certified Technicians actually on the job and doing the work. Many companies do not want to spend the money to train all of their employees but only train a few managers. Unfortunately the manager is usually in the office and not doing the work. All certified technicians have certification cards that they carry with them on the job. Ask to see the level of their certification and training. Any trained technician is proud to show you their level of training and expertise.
Paul Davis Restoration & Remodeling is raising the bar on a daily basis.
It is not about us, it is about the customer and delivering the highest level of customer service available in the market today.
Donn Peacock
Ground Water
Ground water is something that is not normally covered under a homeowners policy. We have seen cases where the water goes down the downspout and hits the ground and then enters the home and the claim is denied by the insurance company, we have seen water flooding from nearby ground entering the home and this is not generally covered. Rising water from creeks due to flooding is not something that is normally covered.
Be sure to get a clear determination from your insurance company to see if your particular loss is covered. In this way you will know if you have to pay for the repairs or if the insurance company will be funding the repairs.
Donn Peacock
Be sure to get a clear determination from your insurance company to see if your particular loss is covered. In this way you will know if you have to pay for the repairs or if the insurance company will be funding the repairs.
Donn Peacock
Tuesday, February 17, 2009
Roof Leaks
When you notice the slight roof leak and you call a company to investigate you should be aware of some important issues
Is the damage that you are calling on caused by wind driven rain or wind. If so the likelihood is that it will be covered by your homeowners insurance policy. In the event your insurance restoration contractor wants to tarp the roof always ask how much the repair will be in advance. We will see if the company that will normally do the roof tarp can fix the leak for the same price or less than the cost of a tarp. Although this is not a new roof it cuts the cost tremendously.
In the event you tarp be sure that the tarping does not cause additional damage to your roof. Many times an ill prepared contractor will drive nails into the roof which causes additional damage. This may be the only way to do the tarping but always see if there is another way such as tying the tarp or holding it with sand bags.
In the event the roof leak is caused due to normal wear and tear or construction defect the claim will be turned down. The cause statement issued to the insurance company is an important document when it comes to coverage.
Choose a reputable company that knows insurance restoration and has been in the industry for years with adequate insurance restoration experience. This alone will insure that the work done on your home fits in to the parameters of the insurance claim.
Is the damage that you are calling on caused by wind driven rain or wind. If so the likelihood is that it will be covered by your homeowners insurance policy. In the event your insurance restoration contractor wants to tarp the roof always ask how much the repair will be in advance. We will see if the company that will normally do the roof tarp can fix the leak for the same price or less than the cost of a tarp. Although this is not a new roof it cuts the cost tremendously.
In the event you tarp be sure that the tarping does not cause additional damage to your roof. Many times an ill prepared contractor will drive nails into the roof which causes additional damage. This may be the only way to do the tarping but always see if there is another way such as tying the tarp or holding it with sand bags.
In the event the roof leak is caused due to normal wear and tear or construction defect the claim will be turned down. The cause statement issued to the insurance company is an important document when it comes to coverage.
Choose a reputable company that knows insurance restoration and has been in the industry for years with adequate insurance restoration experience. This alone will insure that the work done on your home fits in to the parameters of the insurance claim.
Monday, February 16, 2009
Driving Excellence in Customer Service
Paul Davis Restoration has continually worked to educate our employee base on customer service issues since August of 2007. Our NPS ( Net Promoter Scores) have increased steadily since that time. We are actively listening to our customers to continue to get better. All employees meet weekly to review issues that have arisen to train on customer service delivery. It is not about us but is about the customer. We have driven full circle commumication into the organization. We are really building a positive culture into our people. The family atmosphere is really improving our scores.
We still see some negative comments but many are due to issues with insurance companies not paying or slowing the payment process. The customers become angry and our NPS suffers when we push for payment. We do see situations as well where insurance adjusters are not following up by calling their customers and we get in the middle. We have no control over insurance company employees but take the brunt of some of the wrath. As a company we rarely have comments of not calling back or being in contact. For the most part these issues have been solved. The no call complaint is a rare issue.
In the event you are a customer who has a legitimate service failure isssue I urge you to write here with contact information or call me at the office so that I can get the situation rectified.
We are sincerely doing all in our power to bring you a truly Wow customer experience. We empower our employees to own and rectify any problems or issues. Let me know directly if you are not totally satisfied with your experience.
Donn Peacock, President and Owner
We still see some negative comments but many are due to issues with insurance companies not paying or slowing the payment process. The customers become angry and our NPS suffers when we push for payment. We do see situations as well where insurance adjusters are not following up by calling their customers and we get in the middle. We have no control over insurance company employees but take the brunt of some of the wrath. As a company we rarely have comments of not calling back or being in contact. For the most part these issues have been solved. The no call complaint is a rare issue.
In the event you are a customer who has a legitimate service failure isssue I urge you to write here with contact information or call me at the office so that I can get the situation rectified.
We are sincerely doing all in our power to bring you a truly Wow customer experience. We empower our employees to own and rectify any problems or issues. Let me know directly if you are not totally satisfied with your experience.
Donn Peacock, President and Owner
Thursday, February 12, 2009
Customer Service Report
Comment by LH on 2-12-2009
I have recommended them so many times already. The painter Jason, he was fantastic. He was a marvel to work with, really great. Ivan he was very responsive, really terrific. The initial workers who came and dried out the house, they couldn't have been better.
Actual names are witheld as these are customers who answered our NPS phone survey.
I have recommended them so many times already. The painter Jason, he was fantastic. He was a marvel to work with, really great. Ivan he was very responsive, really terrific. The initial workers who came and dried out the house, they couldn't have been better.
Actual names are witheld as these are customers who answered our NPS phone survey.
Wednesday, February 11, 2009
Customer Service Report
Comments by MK The guy's were great, did a great job, the service was great, and everything was done exceptionally well . I can't say anything but positive things about the job! I did talk to other people that had your service, and they had the same response that I had right now!
Tuesday, February 10, 2009
Customer Service Update
This comment comes from HF in Redwood City. (We are not disclosing the name of the customer but it is a current CSAA insured)
Customer comments on 2-10-2009:
He is very, very satisfied. We've done a brilliant job. The guys who did the packout were great. Michelle has been excellent.
Customer comments on 2-10-2009:
He is very, very satisfied. We've done a brilliant job. The guys who did the packout were great. Michelle has been excellent.
Monday, February 9, 2009
Customer Service
We at Paul Davis Restoration & Remodeling are focused on providing an excellent customer service experience. We have been teaching the Paul Davis Customer Experience model to our employees since August of 2007. We meet weekly with every employee in our company for one hour of instruction. We review what is expected in the customer service arena and we build a family atmosphere within our company. We believe in and teach Golden Rule Behavior. There is nothing more important than providing a quality experience for our customers.
We will be posting on this site comments from customers that we receive on a daily basis. We will hold the names in confidence. Please feel free to post directly. This open blog is our way of saying that we open our company up to the customer experience and we feel that word of mouth through this blog is a bold step in our industry. Scary if a company does not take customer service seriously. Exciting if the company is driving the positive customer experience in to the every day delivery system. For us the exciting days are ahead.
We measure our customers through the NPS (Net Promoter Score) as utilized by some very successful companies worldwide such as Zappos.com, Schwab, Logitech to name a few. We attempt to contact every customer after the service is complete and gauge our company and become better by what we learn. We will be encouraging our customers to post their comments so that we may build our business off the WOW! customer experience model.
We at Paul Davis Restoration & Remodeling have been working diligently on our people and our delivery. It is time to put all of the work to a real test.
Your ideas will be listened to and we encourage you to help us improve. This is the new age of conversational advertising. We believe that word of mouth is the most effective way to build an organization. We are betting our future on it!
We will be posting on this site comments from customers that we receive on a daily basis. We will hold the names in confidence. Please feel free to post directly. This open blog is our way of saying that we open our company up to the customer experience and we feel that word of mouth through this blog is a bold step in our industry. Scary if a company does not take customer service seriously. Exciting if the company is driving the positive customer experience in to the every day delivery system. For us the exciting days are ahead.
We measure our customers through the NPS (Net Promoter Score) as utilized by some very successful companies worldwide such as Zappos.com, Schwab, Logitech to name a few. We attempt to contact every customer after the service is complete and gauge our company and become better by what we learn. We will be encouraging our customers to post their comments so that we may build our business off the WOW! customer experience model.
We at Paul Davis Restoration & Remodeling have been working diligently on our people and our delivery. It is time to put all of the work to a real test.
Your ideas will be listened to and we encourage you to help us improve. This is the new age of conversational advertising. We believe that word of mouth is the most effective way to build an organization. We are betting our future on it!
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