As I approach my 11th year running kitchen & bath CRATE, I can’t help but appreciate the many past customers we’ve served, representing more than 1,280 remodeled rooms.
And many of those customers are easy to think about because I see them regularly.
Now for some, “regular” is once a week; for others, it’s monthly, and for still others, it’s once or twice a year. But regardless, I’m thankful there’s not a single one I must try to avoid because we ended their project on bad terms.
And that’s a concept we talk a lot about at kitchen & bath CRATE. We never want to leave a project in such a way that future interactions with that customer are awkward. That’s a terrible burden, always worrying about who you might run into or what they may be saying about you when you part ways after an abbreviated handshake and unenthusiastic pleasantries.
There are a few reasons we’ve kept such positive relationships with our past customers, but one of the biggest has to be our 2-year warranty. (And quite frankly, it often extends way beyond two years!)
Why?
Well, first off, taking responsibility for our projects is the right thing to do. And that feels good.
Second, we want to be their contractor for life. We’re playing the long game here at kitchen & bath CRATE, and that means we’re building a business for 50 years, not 5.
Third, it sets us apart. I can’t tell you how often I hear stories about the “other guys” you can’t track down should a problem arise a year, a month, or even a day after they receive final payment. Yes, we’re in a business where doing the right thing is all it takes to be different. (Sad, right?)
And unlike other companies, the CRATE warranty claim process is simple. Should an issue arise, customers visit our warranty claim page (provided at project completion), fill out a brief form, upload a picture or two of the problem (if they wish), and submit it directly to our management team.
But we understand some problems require more immediate response, so of course, we accept phone calls directly to our project managers if an issue needs immediate attention. We even have technicians on call on nights and weekends should an emergency arise after hours.
Once a customer notifies us of a warranty item, our project administration team jumps on a resolution, coordinating with the customer, suppliers, and project manager to quickly diagnose the problem and formulate a solution.
It’s taken us a few years to perfect our warranty response program, and we’re proud to declare it the best in the business.
After all, you deserve a contractor that’s there for you for the long term, right?
I’m excited for you as you begin your remodel journey. We’re here to help. Ready to take the next step? Click here to schedule a phone call with our team!
All the best,
Scott Monday
Founder, kitchen & bath CRATE
