The Three R’s

“As long as we deliver a good product at the end, I think we’re always going to please our customers,” Contant says. “They might not be 100 percent satisfied with the journey, but we tell them upfront they will be ‘going up the mountain sometimes.’ We leave an article that talks about the euphoria you have in the beginning of a remodeling job; then, you feel like you’re going through the desert; when the end is in sight, there’s still a little bit of a journey to go; but when it’s done, it’s a wonderful thing.

“Are we 100 percent perfect all the time?” Contant asks. “No, we have to make corrections,” he answers, “but I want the customer to know we’re making those corrections.”