The Keys to Our Success – CCI Management Memo

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It doesn’t seem that long ago that we were celebrating our 20th year in business. Now it’s 25 years — hard to believe. Thanks to all our clients for allowing us to reach this major milestone.
Many homeowners ask us how we’ve been able to stick around for so long. Here’s what we consider to be the top 10 factors behind our success.

1) Holistic approach to home care
We believe home maintenance, care and improvements are all part of one continuum. Because we see the house as a whole system with countless interrelated parts, we offer every possible service — from small repairs to major renovations. Homeowners know that no matter what they need, they can count on Custom.
2) Design/build approach
As full-service, design/build remodelers, we take responsibility for the design, construction and satisfactory completion of your project. By partnering with homeowners from the concept stage through construction, we create living areas that truly reflect their individual personalities, values and budgets.
3) Focus on remodeling, not building
Every time new-home construction slows down, “fly-by-night” contractors flood the remodeling market. These roofers, siders and framers have skills that don’t translate well to remodeling. As true remodeling specialists, we understand the nuances of working on an existing home and optimizing the experience for homeowners.
4) Lead carpenter system
Our team includes several Certified Lead Carpenters, all of whom receive ongoing project management training. Each of our project teams, in turn, includes a lead carpenter who works at the work site. This individual oversees the day-to-day operations of the project, handling a variety of tasks to ensure everything runs smoothly.

5) A team of veterans
Many of our in-house carpenters have been with us for 15 or more years. This consistency carries over to our professional trade partners, including Joe Sestito (electrician) and Rick Orcutt (painting).
6) Quality of work
We stand behind our high-quality work with a one-year warranty as well as a hard-earned reputation for integrity and reliability.
7) Emphasis on customer service
From preconstruction meetings that set client expectations to a project coordinator who assists with product selection to office staff who handle logistical concerns, we have the resources in place for consistently great customer service. We’re also believers in a friendly, personal touch and communicating well with clients.
8) “Your neighborhood remodeler”
That’s our motto, and it’s 100% true. One reason why we set up our Design/Build Remodeling Center on Mass Ave. is to maintain a strong local presence. People in Arlington and nearby communities know who we are, where we are and that we’re easily accessible when they need us.
9) Membership in NARI
Since 1994 Custom has been a member of the National Association of the Remodeling Industry, a not-for-profit trade association. We’ve taken advantage of a number of NARI programs to improve our people’s technical expertise, knowledge of ethics, and communication and organizational skills.
10) Loyal client base
We’ve served hundreds of clients since 1990. These homeowners appreciate our consistency in quality and service — and often recommend us to friends and family. About 70% of our business traditionally comes from repeat clients and client referrals, and we’re thankful to everyone who falls into one or both of these categories.

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Custom Contracting, Inc. 1267A Massachusetts Ave. Arlington, MA 02476 Phone: 781-648-2835 Fax: 781-648-0907 Email: cci@custom-contracting.com

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