Customer Service Myths Debunked | Courtesy of Salesforce

We've all heard that no news is good news. But is this really true when it comes to customer service and complaints? 

Apparently not.

According to an infographic published by Salesforce, just because you're not hearing complaints, that doesn't mean your clients are pleased as punch with every aspect of your service. 

The data tackles five common misconceptions about what complaints really mean to your business and bottom line.  

Myth #1- Most customers complain when they encounter an issue.

Fact #1- Less than 25% complain when they have an issue. 

Perhaps because their voices are often the loudest, we only remember the complainers (not the silent masses), making them seem like a much higher percentage of the overall client populous. But in actuality, 70-90% of your clientele could be suffering in silence, which in the end benefits no one. 

Myth #2- More complaints = Spending more to clean up the messes

Fact #2-  Most (80%) of customer service calls can be resolved within minutes

Myth #4- More calls = Lower Profits

Fact #4-  ROI for resolved complaints is 100% or more

No we didn't skip numbers just to be annoying. Myths #2 and 4 have the similar thread in that these misconceptions deal with the bottom line- what are customer complaints costing you in dollars and cents. 

And the answer is, they don't. More complaints don't mean less money in the bank nor do they require more money shelled out to put out fires. The cost of resolving most customer complaints is minimal while the return on investment of a satisfactorily resolved issue is extremely high.

Myth #3- Fewer calls = Stellar service and happier overall clientele

Fact #3-  Less complaints can actually mean a large pool of silent sufferers

This seemingly counter intuitive fact is worth repeating, again and again. Just because you're not getting customer service calls/complaints does not mean you're clientele are satisfied with your service. It just means there's a greater likelihood they're suffering in silence. So free-flowing and frequent communication with clients is imperative to gauging their overall satisfaction. Also, don't be hesitant to contract third party surveyor, such as GuildQuality, to generate more accurate and honest client feedback.

Myth #5- It's better to invest in marketing/advertising than customer service

Fact #5-  It costs 5x as much to win a new client as keep an existing one

While marketing and advertising are often heralded as the lifeblood a business, with terms like lead generation, SEO, and click through rates being hurled at us daily, there's no denying Fact #5- the hard cost of generating a new client is FIVE times as much as maintaining a current one.  And the best way to retain an existing client is to LISTEN to what they have to say, both positive and negative comments.  Granted, no one likes getting feedback, especially considering the term feedback has become almost analogous with complaints or negative reviews. But we just have to suck it up, swallow our pride, dig deep and whatever else needed to power through. By listening and resolving client complaints, we not only learn something that can be used to improve the overall function of our business, but we also gain a loyal and trustworthy cheerleader. Truly satisfied clients spreading the word about your business are the most welcome and effective means of advertising, that will result in referrals and increased business for years to come! 

See the entire salesforce blog article here >> http://blogs.salesforce.com/company/2013/08/customer-service-myths-infographic.html

Kitchen Trends for Fall

A recent study by Houzz gives us a glimpse into fall trends in kitchen remodeling, which are leaning heavily towards counter replacements and full renovations.  And of those planning a new kitchen, almost half are planning to completely gut it and start from scratch. This is of course good news for remodelers everywhere, who are hoping to play an integral role in these kitchen transformations. 

 

And why are people planning to remodel their kitchens? To get the most enjoyment out of their home. Twice as many respondents (79%) reported that it was to improve the look and feel rather than to increase value at resale (38%). These types of renovations will be more personalized, improving the function and flow, upgrading appliances and adding much needed storage. Rather than an upgrade to boost monetary value, these upgrades will boost experiential value, which is truly priceless.

With just over 50% wanting to upgrade appliances, it's no surprise Houzz has info on the most coveted appliances on everyone's fall renovation dream list. And this year's wish list is catered to the chef's delight, with Chef's Stove and Double Ovens topping the list. And with more kitchen designs shifting to larger, more modern lower drawer storage, specialty drawer appliances for warming, refrigeration, and cleaning are being integrated into the layout. 

And of these dream appliances, it appears Stainless Steel is still king, with 65% of survey participants choosing to incorporate SS appliances into their kitchen reno. Stainless steel has long been the finish of choice for those looking to upgrade their appliances as it is just as at home in a contemporary as in a traditional kitchen. A less common but very high end trend is to incorporate the appliances into the cabinetry for a seamless effect. 

Check out the full survey and Houzz ideabook here >>  http://www.houzz.com/ideabooks/19056290/list/A-New-Houzz-Survey-Reveals-What-You-Really-Want-in-Your-Kitchen

Looking to update your kitchen with stainless steel appliances, increased storage, or a more open floorplan? Contact us << Key Residential >> to discuss your upcoming project!!

Understanding the Construction Process | New Home Building

So you’re ready to start construction on your new home. Fantastic!

So what happens next? Below is an infographic we've created to give an overview of the basic steps of a new home construction. The process and timeline can vary greatly, depending on your specific design, location, budget, and many other factors.  However, hopefully this will give you an idea of what to expect and a better understanding of exactly where your hard earned dollar is going, and why.

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A Dallas Master Bedroom's Rustic Renovation | Before & After

This University Park whole home remodel is certainly unique and filled with character, however a true appreciation comes from seeing the transformation process from before to after. We've included a few before pics and process diagrams that will hopefully make the end result even more breathtaking in comparison. 

Major Changes:

*  Removing existing (aka boring) flat ceiling and vaulting it into the attic beneath the gable roofline 

*Adding custom designed structural beams with hand distressed finish

*  New  B-Vent Fireplace with Coronado Stone round creek rock facade and custom wood mantle

* Replacing the carpeting with reclaimed barn wood flooring by Appalachian Woods (natural color, clear finish)

Design: Becci Meier, Architectural Design Service

The raised ceiling and added architectural detailing dramatically increase the spaciousness of the master bedroom without making it overwhelming, while the addition of the warm wood floors and fireplace add to the character of the new space. Vintage, reclaimed, and re-purposed furniture, lighting, doors, and decorative accents complete the eclectic and rustic look. 

Major Changes:

* The vaulted ceiling is continued in the adjacent master bath, with beams  highlighting the new recessed entry  into the master bath.

* The beams' distressed finish was achieved by hand marring & scraping (ex: with axes, chisels, etc) the solid rough beams before installation, then applying multiple coats of paint.

*  The wall finish  is a tinted hard plaster coating that must be applied one wall at a time to prevent drying out. Each batch is infused with powdered color that is precisely hand measured and mixed to achieve a uniform color throughout. This technique requires patience, working with the right craftsman until  you achieve exactly what you are looking for.  

Design: Becci Meier, Architectural Design Service

So what can we take away from the before and after snapshot of this remodel project?  Dream, and dream big. Don't feel limited by the constraints of your existing space. With the right amount of planning and quality craftsmanship, almost anything is possible. And do your research to assemble the best team of professionals (ex: designer, architect, builder, specialty tradesmen) possible, to ensure it all goes off without a hitch!

Follow Me On... | Social Media in the Remodeling Industry

According to a recent factoid in Remodeling Magazine, social media use has caught on among remodelers, however it appears not all social media/sharing sites are created equal. It's no surprise that Facebook is on top, with 80% of those surveyed using the social media platform, as the site boasts 1.15 billion active users as of March 2013.  And in what seems like a tremendous gap, 30% are Houzz users followed closely by LinkedIn at 28%. But considering the relative newness of the Houzz (launched in 2009) in comparison to LinkedIn (launched in 2003), such an established base of users this early in the game could predict a very bright future for the newcomer.  And not to be forgotten in the list, Twitter, YouTube and Pinterest bring up the rear at 21%, 20% and 14% of remodelers surveyed using these sites respectively. 

So what does this tell us about the remodeling industry? That remodelers have way too much time on our hands, so we've decided to start 'liking' and 'pinning' the day away. Ha, hardly. Perhaps what we can learn from these statistics is that we've entered an entirely new age of marketing, communication, and interaction. Consumers now have the freedom to explore and learn about products, services, and businesses with the ease of a mouse click. So be mindful of what's put out there using your brand or imagery, because someone will find/click/share/post it. And embrace the opportunity to entertain, enlighten, and engage with your clients, and possibly reach an entirely new audience in the process. 

Happy sharing/liking/pinning/posting/tweeting!

Repainting | Where to put that fantastic new hue

Thinking of repainting as part of your next remodel or home update? Comparatively speaking, painting can be one of the less expensive and most impactful ways to update a space. But before you break out the brushes and throw on the overalls, there are some decisions that must be made. The first step is almost always choosing the color. Do you go with a bright yellow, fiery red or serene blue? But once the color scheme of your room is settled upon, there is still one BIG decision to make- exactly where to put that fantastic new hue.

 All Walls

Obvious, right? The most common choice is to paint all the walls with your selected color, leaving the ceiling, moldings, and trim a classic white. 

This is a great option if you want a dramatic result that can radically change the feel of the entire room. Depending on your color choice, a newly painted space can take your mood to an energized and uplifted high or relax you into a state of utter tranquility. With the right hue surrounding you, it will be easy to enjoy your new space. 

Another benefit to this color placement is that architectural moldings and details will really pop in bright white against a bold new color.

Right: Benjamin Moore Winter Lake 2129-50, Eggshell Finish

Feature Wall

Custom Blend: SW Chinese Red , P&L Grenedier Red

BM Classic Brown 2109-10, Eggshell Finish

A great way to integrate color, especially one that may be considered too dark or vibrant for an entire room, is by painting just one wall or area. By keeping the remainder of the painted palette relatively neutral, the focal wall will draw your eye in like a giant bulls-eye  A focal wall can be utilized to highlight the recurring accent color throughout the space or to introduce a unique color that compliments the other furnishings and fixtures throughout. 

Ceiling

Ceiling: Sherwin Williams Copper Harbor 6634, Walls: SW Posy 6630

Another alternative is to feature the color on the ceiling. This option is a great way to add bold colors without totally overwhelming a space. And depending on the color chosen, you can either visually expand the space, or bring it in for more comfort.

"Warm colors tend to advance, and cool colors recede, so if you are looking to visually raise your ceiling height, stick to cooler hues. On the other hand, if you have high ceilings and wish to make them feel lower — for a more intimate vibe — use a warm hue, such as red, orange or yellow."         - Houzz Contributor Jennifer Ott

A Blank Canvas

Okay, so you're probably wondering why white walls would even be included in a write up about placement of color. By painting your walls, ceiling, and trim a crisp clean white, you're allowing the other finishes, furnishings and artwork to take center stage and really stand out against a clean backdrop. 

Ignoring the technicality that there are about 1,000 shades of 'white' that you could agonize over, and given enough time and concentration, you may even begin to be able to discern the difference between Super White and Ultra White (though I doubt it), white is the perfect choice for a modern and sophisticated feel in any space. 

One word of warning- having all white walls, especially with minimal molding and architectural details, requires that you have SUPERB craftsmanship from the tradespeople chosen to execute your pale palette. Because an all white palette is so light reflective, the slightest imperfections in your wall finish will stand out like a giant sore thumbs down. So find someone that's willing to take the time to no only do it, but do it right.

So whether you're looking to add a daring 'statement' color or simply revitalize your space, keep in mind that it's not just which hue you choose, but how you display it that will have a significant impact on the end result.

For more tips on selecting the best paint for your buck, check out this Houzz Article!

Simple Steps to Prep your Fireplace for Fall

It may not feel like it yet, but fall is just around the corner (Sept 22nd to be exact). And even though we don't have chilly winds or the need to worry about heating our homes just yet, there are a few steps that can be taken now to prep for fall. Below are a few suggestions to get your home ready for cooler weather.

1. Give it a good clean

Make sure the fireplace is free of ash, debris and all creosote (unburned fuel) that could contribute to unwanted fires. A good cleaning also reduces the risk of Carbon Monoxide build up in your home. 

2. Inspect the exterior

Check the exterior for limbs, debris, and bird or wildlife communities. The chimney cap should be securely in place and in good working condition. Check for signs of moisture on the inside, which could indicate a faulty chimney cap. 

3. Don't forget the flue

With a flashlight, inspect the interior flue to see that it is in proper working condition and seals correctly. The flue should also get a good polish and scrub to ensure it is free of creosote and debris. 

4. Check your gas log components

If you have gas logs, which tend to burn cleaner than traditional wood burning fireplaces, don't think you're off the hook. The ignition should be tested and the system checked for clogged burner holes at least annually.

5. Call a Pro

Even if you're the most conscientious DIY homeowner, it's still a good idea to have the chimney, venting and furnace system inspected by a pro.  Wondering where to find a Chimney Sweep? Try the Chimney Safety Institute of America - http://www.csia.org/ - where you can find a CSIA Certified Pro in your area.

Bonus Tip:

Reverse your ceiling fans- so that they rotate in a clockwise manner- to help push hot air down from ceiling. This is especially effective in areas with high ceilings and may help reduce your overall heating costs for the coming winter. 

4 Tips for Choosing a Remodeler or Builder

1. Contact your local builder or remodeler association.

NAHB - National Association of Home Builders

NARI - National Association of the Remodeling Industry

Local HBA- Local Home Builders Association such as Dallas Builders Association

These associations can provide you with a list of member builders and remodelers that are certified and established in their feild, usually as easily as clicking a link on their website. Members are screened and voluntarily abide by a strict code of ethics, ensuring you that your home renovations are in the hands of a true professional.  

While it may not ease your mind as much as a direct recommendation from a trusted and long-time friend or family member, these groups are dedicated to providing knowledge and peace of mind to homeowners by cultivating a list of the highest caliber members.

2. Review typical projects and an overall portfolio of work.

These are generally available through a company website, online profiles such as Houzz or even a print portfolio that can be brought to the initial meeting. 

The purpose of this is two-fold- 

* to assess the quality of craftsmanship and aesthetic of their work (is the quality and overall style right for your home)

* to determine the scale and scope of typical projects (if they only do baths, no matter how beautiful, this might not be the best professional to renovate your entire home). 

3. Search out established businesses.

According to the NAHB, it usually takes 3-5 years to establish a financially sound business, and you want someone that will be around to handle warranty issues long after the construction is complete. 

So look for businesses with a permanent address. No 'fly-by-night work from the back of  a van' operations will do when constructing or renovating your dream home. And while many contractors do work from vehicles and in the field a large portion of the time, any reputable business owner will still have a base of operations from which to conduct general accounting, marketing and day-to-day operations. 

Check the rating and status of any complaints with the Better Business Bureau. Higher ratings come from businesses that have no complaints, or that resolve complaints in a timely fashion and to the consumer's satisfaction, as well as the number of years in business. [See how we stack up- Our BBB Rating]

4. Get a feel for the company and it's people- face to face.

While recommendations, reviews and photos can help you get an idea of whether or not a company is the right one for your scale and style of project, no amount of 'likes' or five-star ratings can replace that gut reaction when you meet someone in person. 

And even with increases in technology and the ease of communication in the digital age, interaction in-person is critical to establishing a good homeowner/remodeler relationship. 

This is the individual (or group of people) that you are going to trust with your privacy, your belongings and see on a very regular (and early in the morning) basis. If you feel at ease and can picture yourself communicating and interacting with this person without any reservations, then you've found the right contractor for you!

Considering a remodel soon? Download this checklist from the NAHB to help guide you though the selection process- http://www.nahb.org/Checklist

Finding the Perfect Kitchen Counter

There is no other surface in your kitchen that attracts as much attention as the countertop. It gets used (and abused) on a daily basis, serving as the genesis of culinary masterpieces, a resting place for wayward glassware and a collaboration table for homework or craft projects. Therefore there are many things to consider when selecting the perfect countertop for your dream kitchen to ensure you have a space that is not only beautiful but functional for years to come. 

Crema Marfil Okite 

The material itself

You have the layout for your cabinets and counters arranged perfectly- sink inset here, cooktop there. Now what is that surface actually going to be made of? 

Natural stone, solid surface/composite, stainless steel, concrete, recycled material...

The possibilities are becoming increasingly endless, which can result in decision fatigue. So an easy way to narrow down the pool is by deciding what functions you will perform most often and ruling out materials that don't offer the durability, flexibility or performance that you require. One benefit of solid surface and stainless steel as opposed to natural stone and concrete is durability and cleanliness. Materials such as Okite, which is composed of up to 93% natural quartz, are non-porous, durable, highly heat and scratch resistant and less likely to stain or  develop water rings.

Stainless Steel & White Okite 

Why stick to just 1?

Having trouble deciding on just one style, function and/or material? 

If you see yourself cooking a large meal with Iron Chef flair while friends and family gather round to enjoy the show, why not include space for both.  

You can easily integrate a counter height eating/seating area into an industrial chef's galley by clearly defining each function by a different material- like durable stainless steel for cooking and luxurious quartz composite for entertaining. 

Dual material counters offer flexibility of design as well as function, allowing you to juxtapose contrasting colors and textures within the same space. 

Seafoam Granite

Color, color, color 

Once the material palette is chosen, there comes the all important decision of color. While solid surface and composite counters can often offer a wider range of color choices, nothing beats the earthy tones and unique variations of natural stone. 

A well chosen granite slab can introduce a much needed breath of life into a space, without overwhelming the eye with a flat expanse of color because of the material's natural variegation. 

The ever popular Seafoam granite slab coordinates just as easily with a mulit-colored mosaic glass tile backsplash as it does with a stone or ceramic tile. And in our example to the left, the green hues of the counter enhance the warmth of hardwood floors and setting the tone for the kitchen as a whole. Granted, counter color choices are a big commitment, as they're not as easily changed as paint color. But don't be afraid to choose a vibrant or bold color for your counters! 

Color coordination

While the counter color is a huge decision, perhaps most important thing to consider is how the counter interacts with the cabinetry. 

If you intend to integrate color through cabinets, paint or other accents, it is key to select a versatile countertop that ties the entire palette together.

Absolute Black Granite (polished shown in both photos) is a fantastic example of a classic and flexible material, that feels just as at home atop dark wood or stainless steel cabinets as it does with crisp painted white cabinetry. 

To View a great Houzz article with 5 suggestions for pairing the perfect granite counters with cabinets for your Kitchen, click HERE

Getting your home market ready | Storage & Organization

According to real estate broker and Trulia blogger, Tara Nelson, many home sellers are guilty of "undermarketing" their homes by, surprisingly enough, not mentioning features that could very well entice a potential buyer to bite. Killer views and upgraded appliances always make the cut, but often times amenities such as storage and organizing systems don't make it on the list of 'oohs and ahs'.

 “undermarketing”: to list a home and fail to mention features the homes have, which buyers would have been attracted to, had they seen them in the home’s listing description, flyer or online marketing. - See the full article here

Though you might not think it particularly fantastic, there are plenty of features about your home that you may have tired of, but that could be a real draw for a first time home buyer or someone with a changing lifestyle situation. So consider highlighting these features if you're currently getting your home ready for the market, or keep them in mind as a potential renovation investment for greater return down the line.

#1. Walk In Closets

As any long time renter will tell you, there's nothing more exciting than having your own walk-in closet. Most renters don't have the luxury of a walk-in closet, because to be honest their apartments are small enough to fit in some. So to a first time home buyer, a well planned or customized walk-in closet would be a welcomed change and therefore a key element to showcase when marketing a home.

#2. Built-In Shelving

Even in our increasingly digital age, people still manage to amass books, papers, photos, collectibles and more that require some sort of shelving to store and display them. And while there are many upgrades from the good old college Ikea shelf (which incidentally probably cost less than a quad shot trenta hazelnut soy latte these days), nothing says you've reached the big times like a built-in bookshelf. Whether in a study, home office or multi-purpose room, built-ins provide much needed storage to stash your wares, and if designed correctly, can help maximize your floor area and improve the flow of your space. 

#3. Kid Friendly Storage

Depending on your neighborhood and buyer trends, you may find yourself marketing a home to an expanding family or even empty-nesters whose grandkids come back to roost for extended periods of time. In addition to highlighting the coveted school district or neighborhood park, consider emphasizing storage geared towards children. We all know these tiny people come with an unbelievable amount of stuff, which needs to be put somewhere other than the middle of the floor. Built in workstations that can be dedicated to children's homework and projects could be a unique selling point for younger families as well as a renovation to maximize awkward or under utilized common areas. 

#4. Organization and Specialty Details

A final key aspect of storage to consider when remodeling and to market for re-sale are organizational systems. Any built-in or drawer system that helps keep your mess in a manageable state is something worth showing off. Home offices can boast anything from expansive hanging file drawers to concealed storage for printers and electronics. And utility rooms can be transformed from a general mess into a well organized daily drop-off station with the integration of a few hooks, baskets and shoe cubbies. Anything that could make someone's life easier, cleaner or more efficient will appeal to a wide variety of homebuyers, whether new or seasoned. 

So if you've taken the time to customize your home's storage, remember to point this out when trying to attract the perfect buyer. And if selling is farther down the line, consider updating what you have right now, adding customized and specialty storage to make life flow a little easier each day until you reach the point that you are the one looking for something new.