Warren O’Shea has been in remodeling and construction for more than 30 years. So when he started his self-named business, he took the responsibility seriously. “This is not me running my business out of a truck with a gun rack. When you start a business with your name attached to it, that is you,” says O’Shea. “It’s something that’s attached to you every single day.”
With reportedly more five-star reviews than any other contractor in the state of Maine—not to mention a few stints on HGTV, DIY, and the Food Network along with a citizenship award from the Portland Police for “detaining an armed felon during a robbery”—what’s attached itself to O’Shea’s business is a reputation for quality, craftsmanship, and responsiveness. He says even the simple act of returning calls within 24 hours sets him apart from the competition. But O’Shea has done more than that to grow his business over the years.
First off, along with being a remodeler, he’s a certified home inspector and he’s working to make sure all his employees get the same certification. “Now they’re looking at each renovation job in an entirely different scope,” he says. “They’re looking at the entire house, not just the part of the house we happen to be working on.”
For O’Shea, it goes back to providing the kind of customer service he can proudly associate with his name. Another simple way O’Shea demonstrates that commitment is with the mandate that employees find out how clients like their coffee so they can provide coffee and donuts once a week. He also tells them to take empty trashcans in from the curb and bring in newspapers. “It’s a service industry,” he says. “We’re all good craftsmen. So it’s all about customer service. It’s like being the best waiter you’ve ever had at your favorite restaurant.”
