Contractors may be guessing wrong about what makes their customers happy. Customer satisfaction data gathered from more than 100,000 homeowners about their experiences with a variety of building contractors found three skills at the top of the list: problem resolution, being professional and organized, and communication. A contractor’s ability to fix problems was the No. 1 factor leading to customer satisfaction, what Tim Shigley, chair of NAHB Remodelers, called a “fundamental shift” in the industry. Happy customers are customers who recommend contractors to their friends and neighbors, so making sure these bases are covered can be the key to survival.
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