Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for construction companies that have earned the prestigious Diamond Certified award. For Golden Restoration & Construction, Inc., the key to achieving and maintaining high levels of customer satisfaction is simple: focus all its efforts on providing comprehensive, detail-oriented services that take each client’s specific needs into account. “Customer service is our number one priority,” affirms President Gary Cohen. “Our goal is to make sure our clients get the best possible value throughout every step of their projects.”

Golden Restoration & Construction has been remodeling kitchens and bathrooms, building room additions, and providing various new construction services for residential and commercial clients throughout Marin County since 1995. The company has the training and equipment to handle everything from plumbing and electrical work to interior and exterior painting, and its technicians utilize their extensive knowledge to help customers find the right materials for their projects.

Unlike less experienced construction companies that bundle entire remodeling projects into one flat rate and limit their clients’ options as a result, Golden Restoration & Construction helps its customers get a better value by breaking their projects into manageable sections. “We don’t profit from overhead charges on materials; in fact, we’ll take our clients to stores so they can buy products directly,” adds Mr. Cohen. “And if it’s a store where we get a discount, we can save them even more money.”

Another distinguishing feature of Golden Restoration & Construction is its highly skilled employees, most of whom have been with the company for at least 15 years. “Our clients never have to question who will be working on their homes,” says Mr. Cohen. “Personally, I have 20 years of experience in building and restoration, and I’m always on the jobsite with our crews so I can make sure the work is being completed to the clients’ satisfaction.”

When remodeling a kitchen or bathroom, make sure you clearly understand your tile and countertop choices. There are thousands of types of tile and stone that you can choose from for a new bathroom or kitchen, so how do you know where to start? Gary Cohen, president of Golden Restoration & Construction, Inc. in Novato, explains that tile comes in many different substrates. “Some of the most popular kinds of tile are marble, granite and porcelain,” he says. “Marble and granite are stone, so they need to be sealed more often. Porcelain is much easier to care for, so most homeowners go with that.”

Tile is often selected for use in bathroom floors and backsplashes in kitchens and bathrooms. Granite, marble, quartz and Caesarstone are often used for kitchen countertops, but just like tile, some types of natural stone are hardier than others. “Marble is softer, so it can scratch, crack or become stained if chemicals, wine or other things are spilled on it,” explains Mr. Cohen. “Granite and Caesarstone are tougher—you can set hot pans on them and they won’t get damaged.”

Mr. Cohen explains that countertops have evolved from laminate to Formica to Corian to granite. “Today’s granite isn’t as expensive as it was in the 1970s,” he says. “Marble and granite are mined products, but suppliers in Italy, Brazil and China have products that are affordable, beautiful, and meet a variety of needs. If you’re on a fixed budget, you can choose high-quality tile that looks great and stands up to daily wear and tear on flooring, countertops, and backsplashes, but if you’re working with a large budget, you can choose natural stone tiles or slabs that fit your vision for the space.”

Whichever surface you choose, Mr. Cohen says it’s important to think about the way you’ll use the space. “Heavy traffic areas, countertops where you want to set hot pans, and flooring under chairs and tables may warrant harder flooring, as marble can easily scratch and stain. Granite is beautiful and hardy, but it can be more expensive. Some types of tile are both hardy and affordable. Your contractor will be able to help you pick the best materials for your job and guide you toward the right choice based on your lifestyle and needs.”

Q: How long will it take to complete my project?

A: We do everything by contract, which is specific to each job. Your contract will specify when we start and finish, and if everything goes smoothly and there aren’t any change orders, we’ll stick to those dates.

Q: Do I need to be at home while you’re working?

A: It’s up to you. We like to have someone there because it’s easier to ask and answer questions, but we don’t expect you to stay home from work or spend time in the construction area.

Q: How do you communicate with clients?

A: We can communicate via telephone or email, but we prefer to talk in person. It’s much easier to answer questions and explain our work when we’re talking face-to-face.

Q: Can you help me pick out materials and fixtures?

A: Yes, we can go with you to various suppliers and recommend good suppliers near you.

Q: Do I need to have plans before I hire you?

A: No, we can do that for you. Sometimes designs by interior decorators and architects look good on paper, but they don’t necessarily work in practice. We can make changes to those plans so they translate properly.