When Bob Dillon bought his window/siding/door company in 1993, he made some basic changes. He eliminated subcontractor installations, introduced a benefits package for installers, and narrowed his product offering to a single line rather than good/better/best options. He had 13 employees then. He has 80 today.
The company's niche is what Dillon calls "the little extra things." "We train our installers to go beyond the scope of the contract," he says. "If that's what it takes to get it right."
The company's commitment to customer satisfaction includes a service department with two full-time employees and a manager. Unique Windows calls its customers a week after the replacement job is complete to verify their happiness. The company does the same thing after every service call.