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The Woodsmith Approach to Customer Service

 

 

What is the Woodsmith Approach and why does it work

 

 

The Woodsmith approach is a simple and straight forward one.  We hold three key components at the heart of everything we do. They are Transparency, Accountability and Communication. One would say there is one other over arching piece that carries through all of them and that is honesty. Without honesty none of our other three principles mean much and so it is with applying our key components honestly, that we achieve success.

 

It is easy to say and easy to do, just show everything. There are no back room deals or kick backs on the side. You see everything, every bill every hour every trade receipt. This could not be properly achieved with out technology however. From our automated job clocks to our bi weekly spending reports. They all contribute to the openness and clarity that is required in order to do business with Woodsmith Construction. We are always working to make this better and give our clients all the information possible. It is information that really communicates honesty and integrity in the end.

 

Now this one is a little tougher to see because it really is only required at a time when you are right and the other person is wrong. I would never say we don’t make mistakes but I would say that when we do, we own up to it and […]



Customer value Woodsmith

How does Woodsmith Construction create customer value?

 

I would say off the top, customer value is all about caring and giving a s#!t. This concept gets thrown around a lot in today’s world but the reality leaves us less than inspired. It takes real work and dedication,day in and day out to build a home for someone. You have to be there everyday until it is done and never lose sight of who you are helping. You have to be honest and open and make sure if something is done wrong that it is corrected and made right. There is no perfect recipe, other then always striving to do better. We want to make sure that our clients get the best home renovation experience there is, period.

When someone trusts us with the single biggest investment of their lives, you bet we take that responsibility seriously. I could share a whole bunch of catchy terms and phrases that best describe what we do but I don’t think that really describes things correctly.

Firstly I wish that everyone could enjoy the renovation and home building process as much as we do. It is probably one of the very few things left in this world that has to be tailored to our wishes. Also there is something magical about taking a home that someone has lived in and built a family in and transforming it into something out of our combined imagination.

It is the nature of home renovation and building […]



  • Relationship: Client
  • Project Date: June 2014
  • Project Price: more than $100,000

The workmanship was of an extremely high caliber. The company used very experienced workers, carpenters and trades. Our home came out better than expected. That is because Mr. Woodsmith provided great recommendations in terms of what work should be done and what colours should be used. [LINK]

cwagman


  • Relationship: Client
  • Project Date: February 2014
  • Project Price: $1,000-$9,999

Chris and his team removed 2 load bearing walls for us. He was friendly and always picked up the phone if I had to call him with any questions. The job took a little longer than anticipated, but Chris explained everything to us as we went along, and ultimately he did a great job and managed to come in under budget (we paid less than his initial quote which was already a good price). Would recommend. The work was neat and tidy and the space looks great now. [LINK]

snightingale1


  • Relationship: Client
  • Project Date: September 2013
  • Project Price: $50,000-$100,000

My husband and I recently hired Chris/Woodsmith construction to renovate several aspects of our newly purchased home. Right away we clicked with Chris and felt at ease and confident hiring him. He was great about providing a full cost estimate and really worked hard with us to come in line with our budget restrictions all while not compromising on quality. Over the course of 3 months he did a lot to the house including 2 bathroom remodels, Fireplace facade, stairwell railing remodel, refinishing all hardwood floors, electrical work, Built in cabinets etc… There was a lot to be done on the house and no matter how big or small the job Chris and his team were professional and amazing. I am a very design oriented person and was super happy that Chris was totally open to listening to all my ideas and truly turned this house into our dream home! He was also really amazing at completing the job in a bit of a crunch when a family emergency put us a on a tight move in timeline. We are so happy with how everything turned out – the house is now exactly what we were looking for! [LINK]

emilyaps


  • Relationship: Client
  • Project Date: September 2013
  • Project Price: $10,000-$49,999

Woodsmith Construction was the sole contractor executing a project comprising of enclosing a walk out balcony, effectively extending our kitchen and equipping it with a dine-in space. I did not extensively shop the project around as I was quite pleased with Woodsmith right away – I value the confidence I have in a contractor on par with the cost. The contract was based on full cost disclosure (hours, receipts) plus profit, and I could help out with some things to keep the costs down. If I had to isolate the one factor I was most impressed with Woodsmith it would be the quality of all workmen and trades. In quality, I mean professionalism, punctuality, skill and interpersonal skills – the latter are often at a premium in the industry, at least in my opinion. The project moved along at a reasonable pace given the size and all aspect of the built, framing, exterior and interior work were done well and with the appropriate attention to detail. In addition, I can’t recall one instance when I was not able to reach my contact at Woodsmith within 5 minutes or less. In terms of communication, I can’t say enough good things about the company and to me communication in a way equals confidence. In summary, I found the company to be dedicated and committed to all of their trades, which in turn resulted in a successful project execution and an excellent end product. [LINK]

vurukov


  • Relationship: online consultation
  • Project Date: May 2013

Chris provided me with online advice regarding my kitchen and home improvement project. It’s hard to find professionals that will respond to queries and really want to help in the sometimes difficult process of selecting finishes and materials. Chris went out of his way to offer me advice at no charge, just wanting to help with the process. Woodsmith Construction does beautiful work, so I value Chris’ opinion. [LINK]

jmaurry


PRO

  • Relationship: Colleague
  • Project Date: August 2012
  • Project Price: more than $100,000

I have worked with many professionals in this industry over the last decade or so, and have found few that consistently deliver the same level of construction experience and expertise as Woodsmith. It’s one thing to talk a great story with the client, it’s another thing entirely to deliver a final product that is exceptionally high in quality and still on budget and on time. A huge contributor to Woodsmith and their success is their relationships with their clients and their ability to communicate throughout the course of a project. I think communication and clarity during a renovation goes a long way to calm a clients nerves and keep them in the loop during all stages of the project. I would highly recommend anyone who maybe considering a renovation of any complexity to meet with Chris of Woodsmith and hear first hand what his company can do for you.

David R Smith Design


Woodsmith helped completely renovate a bathroom, re-stain hardwood floors and install new doors and baseboards. Chris was a pleasure to work with. He was very reliable and always upfront about costs. I would definitely work with him again.

Andrea from Toronto


There is no such thing as a “perfect” renovation, especially not at the scale we were involved in along with all the complications fully gutting and renovating a 100 year old home and adding a 24 x 20 foot full addition (basement, main and 2nd floor @ 480sqft per floor). So why am I giving Chris and the good guys at Woodsmith Construction a 10? If everything was straight forward, then all we would be talking about is price, timelines and quality of product. IMHO, that is the bare minimum… How you deal with the surprises and unforeseen problems is really what defines the character and ethics of a Contractor. Sure there were issues and surprises and we’ve seen many articles and TV shows about the horror stories… but the main reason I stick to a 10 rating is that Chris ALWAYS made it right. If there was something we were not happy about, Chris found a way to make it right, either by correcting it or finding an alternative. I probably have over a thousand E-mails and easily thousands of minutes of talk time with Chris. Chris was never “out of touch” and we talked many times a day. When Chris says “Hey, I want you to have what you want” he means it in the most genuine way and has shown us in action for the past 1+ years of working together. Chris is extremely flexible with arrangements and allows you to source various solutions as needed and does not force you into a fixed or “Woodsmith” only solution. Chris is very knowledgeable with many years of experience (despite his young appearance) and definitely contributed to some of the design of our project even though we came to him with architectural designs completed and permit from the city – ready to build. We know most of Chris’ workers and subs by name and have enjoyed working with the bulk of them and in fact we are still completing our basement as I write this and a detached garage will also be completed in the future. One final note about Chris is that he is genuinely “helpful” and wants to and I’d say even likes to help and educate. I was talking to him months before we signed the deal and he was never unavailable to chat, give pointers and educate me even though I may not have chosen him. Chris wants to educate the home owners and won’t stand for artificially inflated prices that a lot of subs and other contractors push just because you live in a popular area.

Lithiumus in Toronto


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Also check out some of our other customer service posts

The Woodsmith Approach to Customer Service

 

 

What is the Woodsmith Approach and why does it work

 

 

The Woodsmith approach is a simple and straight forward one.  We hold three key components at the heart of everything we do. They are Transparency, Accountability and Communication. One would say there is one other over...

Customer value Woodsmith

How does Woodsmith Construction create customer value?

 

I would say off the top, customer value is all about caring and giving a s#!t. This concept gets thrown around a lot in today’s world but the reality leaves us less than inspired. It takes real work and dedication,day in and...

cwagman

The workmanship was of an extremely high caliber. The company used very experienced workers, carpenters and trades. Our home came out better than expected. That is because Mr. Woodsmith provided great recommendations in terms of what work should be done and what colours should be used. [LINK]

...

snightingale1

Chris and his team removed 2 load bearing walls for us. He was friendly and always picked up the phone if I had to call him with any questions. The job took a little longer than anticipated, but Chris explained everything to us as we went along, and ultimately...

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