I love the beginning of a new year. It's a chance to wipe the slate clean (somewhat), and start fresh; implement new habits, find answers to old problems, and walk a little lighter with the weight of the previous year cast off your shoulders.
Don't get me wrong, 2017 was an incredible year for Integrity Custom, but with growth comes (you guessed it) growing pains. And growing pains we did have. We built some stellar homes, but holes were exposed in the inner workings of our company that left this captain of the ship feeling a bit seasick.
I came across this quote from author Jim Rohn a few weeks ago and it helped me gain footing and understand that on the other side of a problem is always an answer.
We want to not only build great homes, but provide an outstanding customer service experience; one that's fun, not stressful and easy to navigate. We heard feedback (more than once I must truthfully add) that when it came time for the clients to pick finishes and search for finish out options, the list of sources and addresses that we handed them just wasn't cutting it! And our project managers knew how to strap on a tool belt and build a great house, but when it came to fielding questions about the aesthetics of tile....well, let's just say, that there was a fair amount of nail biting!
It was too overwhelming for the clients, and it wasn't in the area of expertise for our project managers. It stressed everyone out! Why, when we had walked alongside our clients on the journey thus far, did we have a tendency to not go the extra mile on this aspect of the process? We were turning what should have been the fun part of the build process into a sometimes stressful and time consuming task for the our clients.
We put our heads together and the words that kept popping up were "White Glove Service". How can we provide a white glove service to our clients in this area?
"A true white-glove service is about the consumer feeling that the level of service she is receiving exceeds her expectations."
The best way to solve the above problem with a "white glove service" mindset was to bring the design choices to the client, because time seemed to be at the core of the overwhelm.
I'm excited to announce that we are installing a Design Showroom in our Integrity Custom main office. From a huge wall of fabulous faucets, to samples of our favorite custom five panel doors, concrete tiles and countertop sample installs, you'll be able to see the choices in person AND without having to spend time driving to multiple showrooms or scouring the internet.
And that seems like a great place to stop and introduce our newest Integrity Custom member, Ashley Mott! Ashley studied in interior design and Historic Preservation, so in addition to geeking out over old homes and antiques with us, she'll help our clients search for those one of a kind vintage statement pieces and will walk alongside and navigate finish out choices to make sure you get exactly what you want, without it consuming your life!
This is just step one of Integrity Custom's "White Glove Service". Next week, we'll introduce you to the next piece of our 2018 White Glove Service!
From the beginning, when you become an Integrity Custom client and pack up that first box, to the very end when we hand over your keys and you unpack the last box, we want you to feel every step has exceeded your expectations. We can't wait to serve you!
Start building your dream home today! Contact us to take the first step in building your forever home.