Local GHBA Member Richard Lee is the NAHB Remodeler of the Month for March.
Maintaining a high level of customer satisfaction is easier said than done, especially for a company that is continually growing. But after working for several years at Southwest Airlines, Richard Lee, co-founder of Lee Brothers Construction in Huntsville, Texas, gained numerous insights on how to keep customers happy while attracting new customers in a highly competitive industry.
When he decided to change career paths, Lee took those insights and applied them to his remodeling business. Doing so helped his company not only sustain the ups and downs of the market, but also experience steady growth throughout the last three decades. His level of dedication to customer service is one of the primary reasons Lee was named NAHB’s Remodeler of the Month for March.
“We are constantly seeking ways to improve our methods and introduce more efficient business practices to get better every day,” Lee said. “We always want to remember where we came from, quality results and customer service.”
Lee says a large component of successfully managing growth stems from hiring the right people who have the proper skills and an ability to put customer service first to help take the business “to the next level.” Finding the right employees is rarely easy, even though Lee says he’s occasionally had luck posting jobs online. But the most effective hiring method, in his experience, has been through word of mouth.
Being involved with NAHB and NAHB Remodelers has also been a big key to his success, both through networking with peers and connecting with new clients. “[It] gives us a sense of community and a driving force for innovation within the industry,” Lee said. “Helping people and getting better every day [is what motivates me]. We are in this business to assist others. We want to improve the industry and give back to our community.”
Read the full Q&A in Qualified Remodeler magazine for more details about Lee’s tenure in the remodeling industry.
Know a professional remodeler who takes remodeling to the next level? Nominate him or her for NAHB Remodeler of the Month.