Lest we not lose sight of the fact that construction- new, old, or re-modeled- is not perfect. It is performed by humans, and they are not perfect. But, the level and quality of supervision, inspection, and professionalism that accompanies every job, has great effect on the result. Quality control reduces call-backs to normal circumstances rather than due to poor workmanship or improper installation.
GuildQuality, a website that collects and analyzes consumer feedback and reviews for Home Improvement Professionals estimates 10-20% of remodeling and new home construction projects involve some level of warranty call-back service.
The ability to respond quickly to a warranty service need is highly dependent upon the attitude and business practices of the owners (or top management in the case of absentee local ownership) and the conveyance to all staff and sub-contractors of the importance of happy and satisfied owners. Staff and sub-contractors who have served a contractor loyally over many years have the ingrained knowledge and methodology of doing the job right the first time, and the need for any call-backs to be addressed and rectified, immediately.
The power of social media and word of mouth referrals should be motivation enough for any service industry provider to ensure their customer’s satisfaction. What happens in Vegas may stay in Vegas, but not in Our Town.