Los Angeles is headquarters for one of America’s most honored remodeling contractors, Custom Design & Construction—which is good news indeed for local homeowners who are interested in remodeling, yet wary of unscrupulous fly-by-night contractors.
It’s the best news possible for Bill Simone, President of Custom Design & Construction because "the professional recognition we have received nationally, regionally and statewide is further proof of the effectiveness of the systems and procedures that govern the operation of our company," he stated during a recent interview.
The recognition to which Simone referred includes being named California Remodeler of the Year, Western Remodeler of the Year and one of the top 50 remodeling contractors in the U.S.
Also on the national level, Custom Design & Construction received a Master Design Award and, for the second consecutive year, earned top 500 ranking based on sales volume and quality of service.
The systems and procedures which have helped carry the company to these heights provide predictable results in every aspect of its operation, from answering telephones to conducting the final walk-through at a completed remodeling project.
"Through their implementation, we have raised the bar of service and performance, setting ourselves apart in a very competitive industry which, despite a few unethical people, is mostly made up of conscientious remodeling contractors. They are definitely not fly-by-nighters," Simone said.
Custom Design & Construction’s operations strategy may be comprehensive, but it is not inflexible. When necessary, procedures are modified to meet individual project requirements. Nevertheless, Simone and his staff always follow their basic mandates. This leads to a number of benefits for those who do business with Custom Design & Construction. For example, clients can call just one telephone number with questions about financing, design, construction or any other activity related to their particular remodeling project.
"Due to this convenient single-contact system, they get the information they want faster and easier, " said Simone.
"We have also instituted procedures that focus on our inter actions with tradespeople as a remodeling project progresses from one construction phase to another."added Randy Ricciotti, Production Manager for the company. "This is done to facilitate scheduling and help us maintain an uninterrupted workflow. So time—and money—are not wasted."
Two more procedures that promote greater efficiency are regular meetings between Ricciotti and the client plus a specially prepared project handbook, which remains on the jobsite at all times.
"At the meetings we review a computer-generated schedule to make sure the project is progressing satisfactorily.
"The handbook is a record of every detail, large and small, associated with the project. It contains change orders, too. So the client and everyone else involved has a quick reference source for clarification of any issues that may arise," Ricciotti explained.
Other procedures permit the remodeling team at Custom Design & Construction to anticipate and avoid unexpected problems that might burden clients with added costs.
"An indispensable tool in this program of prevention is our free booklet entitled 101 Things That Could Go Wrong On Your Project," Simone noted.
In addition, Custom Design & Construction follows a set of procedures that strengthen client relations by eliciting questions and comments from them via surveys conducted during and after the project. Personal contact plays a role, as well. According to Simone, "we believe that a quiet client isn’t necessarily a satisfied client. Some homeowners are not complainers by nature even when something might be bothering them.
"So when a remodel is in process, a member of our staff not directly involved in the job periodically calls the client for whom the work is being done. Our caller solicits ideas and opinions which the client might otherwise be reluctant to express to someone who is at the jobsite every day."
Simone summed up the philosophy behind his award-winning company’s strong reliance on systems and procedures as "a desire to turn clients into raging fans who sing our praises to others." It is a philosophy that works. At present, referrals make up more than 40% of the business volume at Custom Design and Construction.
Simone founded the company in 1986. In addition to his duties as president, he chairs the Southern California Remodelers Council of the National Association of Homebuilders and serves on the Board of directors of the Building Industry Association of Southern California’s Los Angeles County East Chapter. Custom Design & Construction specializes in design/build projects such as room additions plus kitchen, bath and whole house remodeling for single-family residences and condominiums.
As a public service, the company distributes Simone’s widely read consumer awareness report Six Secrets to Successful Remodeling free of charge. To order a copy of this report or 101 Things That Could Go Wrong On Your Project, call (310) 815-4815. Those wishing to discuss a remodeling project with Simone may also use this number.
