We Got a Bad Review. And Here’s What We Did About It.
You can’t please everybody. Not everyone likes you. And not everybody is happy. Three truths we learned in high school that still serve us today.
We’ve been moving dreamers to paradise since 2008 and every project we undertake is a labor of love. There is so much physical effort, blood, sweat and tears behind the scenes. And that’s before any White Glove Install begins. And by the time we reach your move-in date we’ve already spent months ordering furniture, and processing paperwork with our broker and freight partners. Not to mention receiving, offloading and delivering trailers of merchandise in the hot sun, countless hours scheduling trade techs, checking a million moving parts and so much more.
So when our owners arrive to find everything move-in ready, it’s a thrilling moment for our entire team. And when something isn’t perfect, it’s truly heartbreaking. We got a bad review a few months ago. And not gonna lie, it hurt. But here’s what we did about it.
By implementing this 10-POINT STRATEGY we are helping our owners and investors furnish and renovate vacation properties better than ever in 2023:
Detailed checklists for each role on our team
Training and review process for every phase of our installs
Designer or install manager onsite for all trade services and technician visits
Jobsite photos, reports and punchlists submitted after each service.
Damage Claims submitted to every vendor, if goods arrive damaged or don’t live up to their warranty.
Review our 50+ brand portfolio for performance, price, quality and responsiveness to our project needs.
All workmanship warranted by CRATE Interiors regardless if local artisans do not service their work.
Detailed project tracking and project management systems implemented to follow each item or service on an order.
Feedback solicited from each owner after White Glove Installs are complete.
Share reviews on our social media and website for new owners, realtors and developers to read.
The Bottom Line:
In order to achieve excellence, we must also understand inadequacy. To provide a top quality service, we must acknowledge the feedback. To go above and beyond for our clients, we will sometimes fall and fail. After 15+ years designing, delivering and decorating vacation properties we are still learning, listening and innovating new ways to help our owners. This is what drives our passion as a team and motivates us to live, work and play in paradise!
In Their Words:
“We made the move to Mexico a couple years ago and had no idea a service like CRATE Interiors existed. It was a months-long process that literally sucked our energy dry. If only we had known there was an option like this to do it all for us!”
Master Broker & Realtor team, Puerto Vallarta MX.
