along,” Dan says. “Of course, what usually happens is that once they get really good, they move out West to pursue the opportunities there.” He laughs ruefully. “You kind of have to approach it altruistically.” Dan recently hired a graduate of NSCC’s Engineering and Architectural Design program, who was brought on first as an intern. “Customers like to see the visual of what something is going to look like - plus he’s learning estimating. It was a good hire.” TRUST Dan knows that in today’s world, contractors don’t receive a lot of trust. “Everyone has a horror story. Everyone’s seen Mike Holmes, they know what terrible service looks like.” To show how the company builds trust, Dan refers to customer feedback. “We ask if customers would re-hire us, and if so, why. The top three answers? 1. You showed up when you said you would. 2. You did the work you quoted on and promised to do. 3. You charged what you said you would. People want to do work with a company they can trust.”
“People want to do work with a company they can trust.”
Dan says that customers expect quality. The difference comes in how the service is delivered. Monk respects that renovations can be a challeng- ing experience for homeowners, and commits to work at minimizing the inconvenience.
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APRIL 2016 • SPOTLIGHT ON BUSINESS
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