Business owners can have a difficult time finding a contractor to complete small projects within their buildings. Switching out doors, replacing trim, or hanging coat racks are projects that most general contractors put on the back burner as they are busy handling larger projects. We believe, a business owner would want to use the contractor who built their building, or the subcontractor who was originally involved on the project when a change or repair is needed because these workers already know the building inside and out. Hence, we created our Customer Service Request System (CSR) for our clients more than a decade ago.
Again, most General Contractors will be focused on the large projects they have to complete and only filling in with the small stuff as time becomes available. The smaller projects for a General Contractor have a tendency to be less of a priority and can even fall through the cracks at times. We didn’t want it to be that way for our valued clients with whom we have established and respected relationships.
Prior to our CSR system, it was hard to organize and manage the follow-up work that our customers needed, not because we didn’t want to do the work, but because there could be multiple players involved that lead to communication mishaps without a dedicated plan in place. Our CSR system is a means for tracking the work, communicating progress with all key players, and keeping on top of the schedule. Now our clients can easily contact us as they need any maintenance service or new projects for their building.
The process starts with a CSR form. A Wolgast Employee-Owner takes the order (usually your Project Manager), they’ll enter the pertinent information on the CSR form, which kicks off the team organization, scheduling, materials, equipment, and mobilization plan. Once work is complete, you or your client representative signs the form and we have a record of our activity. The program is reviewed a minimum of two times per month to ensure progress is taking place. We also have a dedicated team to push progress on the jobs.
We find that the CSR is an excellent program for our clients to get their small projects completed and also for us to keep in touch, maintain the buildings we built, and continue the customer service that our clients deserve. Customers love it and we go all-out to make our customers happy!
