Earlier this year Powell Care & Repair, in Des Moines, Wash., was completing a small job at a new client’s home. The Care & Repair expert replaced some of the outer runs on the back deck that had deteriorated. At the same time, the clients were looking for someone to remodel their kitchen and were considering having another of the Powell Companies — Powell Custom Homes & Renovations — do the work.

Scott Pearl (Powell home adviser) and Brooks Powell (company owner) had been working with the client on ideas and costs for the kitchen renovation, though the client had yet to commit to renovating with Powell. At a scope-and-range meeting, the clients mentioned to Pearl and Powell that it looked like the grain in the new decking that Powell Care & Repair had installed was running opposite of the rest of the deck. Without hesitation Powell responded, “We’ll take care of it.” And he did. New decking was purchased and installed right away at no cost to the client. Powell’s highest priority is quality work and client satisfaction.

Not only did the clients get an improved deck (at no cost to them), but they will soon have a new Powell kitchen, too. Not long after their scope-and-range meeting, the client signed a contract with Powell for the kitchen remodel. The way the company handled the deck maintenance without issue played a huge part in the client’s decision to sign with Powell Custom Homes & Renovations instead of with a competitor.


—Amanda Powell is the marketing director at Powell Custom Homes & Renovations, which uses GuildQuality surveys to monitor customer satisfaction.

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