The man that wrote this is a Senior Vice President of a top 5 financial company in the United States
Donn, Ryan and Nick - you guys are obviously doing many things right!! In addition to the great support I've received from Alex and Connie (as I indicated in the previous email below), the restoration work - done by Jason Daniels and several others (Herman & Jesus) has been outstanding!!Not only has the quality of their work been good (which is great) - but as (or more!!) importantly, they've been a true pleasure to work with. Jason has shown himself to be a true professional in all aspects of the word...he's competent, communicative, responsive, flexible, extremely helpful - with a strong attention to detail, to time lines and a strong ethic around doing the best job he can.What's so cool about the way he works is that he brings things to my attention that I would not have known or thought of - and cares about the job as if he was working on his own place. He was completely detailed and thorough.As an example, I was in Europe for 2 weeks during the renovation - and he was thoughtful enough to send me pictures via email of the progress they were making. Not only did this assure me that things were progressing as they should - but it also gave me an opportunity to see the work they were doing and weigh in if anything needed attention, etc. This was above and beyond the experience I've had with any other contractor. It was much appreciated.I've also appreciated the quality of work - and the customer service orientation of several others who have worked on the house - including the folks who refurbished the hard wood floors and the folks working on all of the electrical fixes.So thanks once again for the great job - and the high caliber employees/subs you have hired. Nice job - and much appreciated!Thanks very much,
Bxx Sxxxxx xxx Ashxxxx Street San Francisco, CA 94117
On Sun, May 31, 2009 at 10:53 AM, Rxxxxx Sxxxxx href="mailto:xxxxx@gmail.com" target="_blank">@gmail.com > wrote:
Donn, Ryan and Nick - just a quick note to let you know how happy I've been with every aspect of the support Paul Davis Restoration has provided to me in the aftermath of a recent fire at my house. Everyone I've had contact with from your Company (and from your contractors as well) - has been professional, responsive, thorough, informed and friendly. It's been impressive...In particular, the support I've received from Alex Rosales and Connie da Costa has been more than terrific. Even though they both have been very busy with multiple projects, they've made my project seem like their only focus. They have been incredibly helpful, have consistently keep me updated on the status of various activities, and have provided valuable suggestions and advice as we go through the restoration process. I have complete confidence in them - and appreciate all the help they've provided. They represent the professionalism, competence and thoroughness of your Company - exceedingly well.Given the rash of fires in our neighborhood, I've had the chance to refer your services to others who have been impacted...I'm gladly serving as a reference for your company.Thanks again for all the help...it's made an unfortunate incident much easier to deal with. Thanks!Bxx Sxxxxx 741 Ashxxxx Stxxx San Francisco, CA 94117
Tuesday, July 14, 2009
Monday, July 13, 2009
What does the visit to the company facility tell you
Look at the visible clues and listen to your senses
- Are the trucks cleaned and serviced?
- Are the employees in uniform?
- Is the building organized?
- Are the employees happy?
- Is the accounting department organized?
- Is the owner in residence or out or touch?
- Are jobs scheduled on a job board?
- Is there a training room?
- Is there a receptionist to answer the phone?
- Are people busy?
- Are you greeted with Golden Rule Behavior in mind?
- Are there letters of recommendation posted?
- Are the bathrooms clean?
- Does this look like a company you wish to do business with?
- Are there customer service scores posted in the building?
We pass this test, Visit us anytime unannounced and judge for yourself
Donn Peacock
Owner
Look for the qualified and well equipped service provider
Look for a company that is able to complete the job at hand with well qualified company personnel, company owned and marked trucks, company owned equipment and a company owned facility. After all you deserve the best qualified company
Ask to see the company facility,
Ask to see the company owned equipment (not rented)
Ask to meet the owner of the company
Ask what type of customer service training is provided
Ask to see the customer service training manuals
Ask to meet the person that answers the phone
Ask to meet the project manager
Ask to talk to the bank to reference the company
We stand by our reputation,
Donn Peacock
Owner
Ask to see the company facility,
Ask to see the company owned equipment (not rented)
Ask to meet the owner of the company
Ask what type of customer service training is provided
Ask to see the customer service training manuals
Ask to meet the person that answers the phone
Ask to meet the project manager
Ask to talk to the bank to reference the company
We stand by our reputation,
Donn Peacock
Owner
Look to the scope not the price
A good Insurance Restoration contractor will walk a damaged job site and write a good complete scope of work. The price is not of major concern at this point and should not be anything that concerns the insured. The unit pricing that is applied to a good scope of work is what we call Xactimate unit pricing which is the insurance standardized pricing for a particular area. These are prices the insurance companies agree are correct for a given area.
Unscrupulous contracting companies will write a comparative scope but leave out items or cut short quanitise so that there price seems lower and they can sell the job on lower price. All good jobs start with good scopes of work. Th unscrupulous contractors will start low and change order the job.
We at Paul Davis Restoration & Remodeling start with a good complete scope of work. The pricing falls in when Xactimate is applied and the pricing is submitted to the insurance company. As the insured you should concentrate on selecting the best contractor for the job. Unit pricing is what the insurance companies negotiate with the contractors. If Xactimate is applied there is nothing to negotiate at that point.
As the inured you need to focus on scope not price!
Donn Peacock
Owner
Unscrupulous contracting companies will write a comparative scope but leave out items or cut short quanitise so that there price seems lower and they can sell the job on lower price. All good jobs start with good scopes of work. Th unscrupulous contractors will start low and change order the job.
We at Paul Davis Restoration & Remodeling start with a good complete scope of work. The pricing falls in when Xactimate is applied and the pricing is submitted to the insurance company. As the insured you should concentrate on selecting the best contractor for the job. Unit pricing is what the insurance companies negotiate with the contractors. If Xactimate is applied there is nothing to negotiate at that point.
As the inured you need to focus on scope not price!
Donn Peacock
Owner
Sunday, July 12, 2009
How important is Quality and Customer Service to the company you are hiring?
The company you hire should be living and breathing the value of quality and customer service on a daily basis or you quite simply are not getting what you are paying for!
Some companies place those two mantras on their website or in literature but do they back it up. This is a tough company culture to move in the proper direction.
We have worked on this for 23 months with weekly training and daily meetings. The dial is moving in the right direction for us and we are seeing big leaps in the areas of Quality and Customer Service. It takes a total commitment from the owner through every employee. We hire to "fit the mold" and have the proper focused people on our staff.
"Talking and Doing are two very different things". We live the Customer Experience daily and drive it through every aspect of our business. It takes years to affect a positive change and those companies not currently moving in the right direction will have a hard time moving the dial.
We know, We have done it!
Donn Peacock
Owner
Some companies place those two mantras on their website or in literature but do they back it up. This is a tough company culture to move in the proper direction.
We have worked on this for 23 months with weekly training and daily meetings. The dial is moving in the right direction for us and we are seeing big leaps in the areas of Quality and Customer Service. It takes a total commitment from the owner through every employee. We hire to "fit the mold" and have the proper focused people on our staff.
"Talking and Doing are two very different things". We live the Customer Experience daily and drive it through every aspect of our business. It takes years to affect a positive change and those companies not currently moving in the right direction will have a hard time moving the dial.
We know, We have done it!
Donn Peacock
Owner
Thursday, July 2, 2009
What is your skillset?
All of us need to continue to improve upon our skill set in all of our endeavors. We here at Paul Davis-San Jose to San Francisco are constantly working on improving our skills. We have weekly customer service training, weekly Project Manager training and periodic professional training for our technicians which keeps them certified in the jobs they perform.
We believe in training. It is a cost of doing business that we are happy to invest in. This is one reason that our employees love working here and why we attract the best in the business.
Constantly striving to remain a market leader.
Donn Peacock
Owner
We believe in training. It is a cost of doing business that we are happy to invest in. This is one reason that our employees love working here and why we attract the best in the business.
Constantly striving to remain a market leader.
Donn Peacock
Owner
Wednesday, July 1, 2009
Why hire a busy company like us?
The old saying goes, "If you want the job done right you hire a busy person."
This is an age old saying that rings true in any business. We get what it takes to please the customer and work in a tight scheduled environment. Our Project Managers are working full days. They are not taking their eyes off the ball. We get hired because we have a great referral base that refers us to jobs. That referral is worth a thousand words. This means that we have a covey of satisfied customers that want the job done right.
We monitor every job for customer satisfaction. Our customer service focus is driven by TOMA (Top Of Mind Awareness). We teach it, we practice it and we monitor it for a customer driven level of satisfaction.
Paul Davis Restoration & Remodeling, San Jose to San Francisco is the highest rated customer satisfaction company in our line of work in the Bay Area.
Donn Peacock
Owner
This is an age old saying that rings true in any business. We get what it takes to please the customer and work in a tight scheduled environment. Our Project Managers are working full days. They are not taking their eyes off the ball. We get hired because we have a great referral base that refers us to jobs. That referral is worth a thousand words. This means that we have a covey of satisfied customers that want the job done right.
We monitor every job for customer satisfaction. Our customer service focus is driven by TOMA (Top Of Mind Awareness). We teach it, we practice it and we monitor it for a customer driven level of satisfaction.
Paul Davis Restoration & Remodeling, San Jose to San Francisco is the highest rated customer satisfaction company in our line of work in the Bay Area.
Donn Peacock
Owner
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