Client comfort is an important aspect of Gordon Reese Construction’s customer service. Before starting a remodel, the team has a preconstruction meeting with clients to cover what Gordon Reese calls “emotional points.”

“We’re bringing a manufacturing operation into someone’s home, so it’s a challenging place to be,” he says. The team works out with the homeowner how to handle living through the remodel, including what should be done with animals and for children. Reese adds that, for kitchen remodels, the company has created a temporary kitchen for the homeowner and moved the fridge out of the work area. Once they work out the plan with the homeowner, the team notifies the crew what to expect while on the job.

While Reese and his team try to make clients as comfortable as possible, “we’re also very realistic,” he says. The team aims to set a certain level of expectations and tells the homeowners that not everything will happen according to plan and that mistakes can (and probably will) happen.

“For a whole house remodel [we’re currently working on], we took the client out to lunch to meet the whole team [so they could] get comfortable with everyone and who they are and their responsibilities,” Reese says. “We then talked about quality and service.”

Creating a great customer experience begins with a great team, which is why Reese uses behavioral interviewing when seeking new staff members.

“Instead of asking, ‘Are you on time?’ we would ask, ‘Give me an example of when you had an emergency come up and you couldn’t make it to work on time. How did you handle it?’” Reese says. “We dig into how they handle situations so we’ll be better at understanding how they will work for us.”

The company has all employees complete a DiSC personality assessment to understand not only how each employee learns but also how each best communicates, adds office manager Melanie Segura.