I was just a kid in 1975 when my dad started Sound Builders. On special days, I would ride along with him and watch the work he did. Somehow I knew I wanted to do it too; work with my hands and build wonderful, amazing things.
Even before I took over the company, I realized that our industry, and specifically residential remodeling has long had an unscrupulous reputation and even today the actions of some trades people reinforce this perception. We have always strived to associate our company with reputable trades people, hire only competent enthusiastic people to work within our company and provide good value for our clients. This has helped to dispel uneasy feelings about contractors with our clients, but I still knew there was “something” missing. As time passed we honed our business and began to find our niche. I knew that our clients were content with our work because they were referring us to their friends and family members but I felt, at times, we left them wanting more.
Several years ago I had a client who had this vision of what her remodeled kitchen should look like. Even though she was excited about what the outcome would bring, I realized she was very nervous and somewhat afraid of the project and the uncertainty it brought with it. I knew that I had to work on building a relationship with her to gain her trust. We addressed her concerns; we kept her apprised of everything going on and did little things like covering her belongings so they wouldn’t get the inevitable dust on them. When the project was finished I saw that she was not just content with the work but elated with what we had done.
Right then it dawned on me what was missing. We had done a great job on her kitchen and made her vision a reality, but more importantly we had created a pleasurable experience for her that she would never forget. This feeling we have coined the “Remodeling Experience”.
Since that moment we have continually strived to develop the “experience” with every one of our clients; it has become our purpose and our passion. We have found that while working with our customers we are not only drawn into their enthusiasm but help to nurture it. We strive to anticipate clients’ needs before they happen and promptly take care of anything that might go wrong. We continually impress on everyone working at and with Sound Builders the importance of taking care of the little things that show our clients the concern we have for them, their families and their homes. We do what it takes to create the “Remodeling Experience.”
Only when we satisfy our clients, performing in every way beyond their highest expectations, can we say we have provided the “experience” we believe should be commonplace in our industry; this is our commitment at Sound Builders.
