Known locally as “the clean cut boys,” Firstcall's employees focus on doing the right thing. That's probably why the company was recently chosen to receive a Better Business Bureau Integrity Award. Says owner Scott Cierzan, “We do what's right, not what's easy.”
Firstcall's ethical practices and customer connections are part of the company culture. Because of the business' dual nature, Firstcall offers a lot of employee training for customer care for the restoration side that helps those working on the remodeling side. And many of the restoration customers are so happy with the work that's done and the care they've received that they become remodeling customers. With the development of its Customer Care Program, Firstcall can track customers and the process from the original phone call to the final punch list, evaluating estimates vs. actual in every area. “Profitability is not above customer satisfaction,” Scott says.