Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for remodeling contractors that have earned the prestigious Diamond Certified award. For RG Builders, achieving high levels of customer satisfaction is dependent on its steadfast commitment to providing quality craftsmanship throughout every step of its clients’ construction projects. “I proudly stand behind all my work, and my customers really appreciate that,” says owner/operator Richard Gallardo. “The way I see it, if even one client isn’t entirely satisfied, I haven’t done my job.”

RG Builders has been remodeling kitchens, bathrooms and whole houses throughout Santa Clara County since 1995. As a full-service contractor, the company strives to take on projects of all sizes “from foundation to finish” by supplementing its construction work with design and architectural services. “I bring a creative eye, meticulous attention to detail and high level of professionalism to each project,” adds Mr. Gallardo.

Unlike larger contracting firms whose owners delegate supervision and quality control responsibilities to other employees, RG Builders utilizes its owner-operated status to provide every project with the industry expertise of Mr. Gallardo himself. “I’m on the jobsite all the time, which means I’m in charge of quality control,” he says. “If I see something that isn’t right, I don’t have to report it to someone else–I can fix it right away.”

Another attribute that distinguishes RG Builders from its competition is the versatility of services it’s able to offer by tapping into a vast network of reliable subcontractors. “This is a one-man operation, so my ongoing success has a lot to do with the industry colleagues I have at my disposal,” explains Mr. Gallardo. “I’ve worked with a lot of the same people for almost two decades, and they’ve been a critical part of this company’s longevity.”

Take simple steps to get your home remodeling project off the ground. Regardless of whether you’re remodeling a kitchen, bathroom or entire house, the first step to any construction project is finding a contractor with whom you’re comfortable. There are many reputable companies to choose from, but your first deciding factor should always be a verifiable reputation for quality workmanship and good customer service. Once you’ve chosen a contractor, find out if the company works with a preferred architect or designer. An experienced contractor/designer team is a valuable asset because it’s likely to have better communication and produce work in an efficient manner.

Next, look into the products you want to use for the remodel: cabinetry, appliances, finishes, tiles, granites and so forth. Get some initial ideas by looking at home remodeling magazines and tearing out pages that appeal to you. This can be a stepping stone for speaking with a contractor or architect about the direction you want to take.

Consider what you want from your project both aesthetically and functionally. What’s the time frame for occupying the structure? What are the indoor and outdoor space requirements or the likely movements and interactions of those using the building? Answering these questions will save time with your contractor and provide insight into uses and operating conditions.

Before hiring a contractor, check to make sure the company is bonded, licensed and insured—not only are these legitimizing qualifications, but they also ensure your protection as a consumer if the contractor fails to fulfill the stipulations of the contract or in the event of property damage or injury. Always get a list of references that includes clients who represent several stages of the contractor’s work history: a long-term client, a client whose home has recently been completed and a client whose home is a work in progress. If you have the opportunity, go look at some of the work the contractor has done or is in the process of completing.

Q: Why should I choose you over a less expensive contractor?

A: Two reasons: quality and customer care. These things are important, but they don’t come cheap. When people who don’t like my prices go somewhere else, they often call me back to fix what the other company did.

Q: Do you keep a clean worksite?

A: Yes, I try to leave each jobsite as clean as possible before I leave for the day. Even though it’s a construction site, I understand you still have to live there, so I make sure to leave it in a presentable manner.

Q: Are your subcontractors reliable?

A: Absolutely. All my subcontractors have worked with me for long periods of time and are very reliable. My hardwood floor guy is relatively new, but other than that, most of them have been with me for up to 15 years.

Q: What’s your approach to quality control?

A: I’m the one who directly deals with the specifics of each job, so I personally take care of all quality control issues. I never pass anything on to a subcontractor—my clients talk to me and I talk to them.

Q: Can you recommend products for my project?

A: Yes. I usually lean toward middle-of-the-road products that aren’t the most expensive but still provide good quality. I believe quality is always more important than cost. Obviously cost is an issue, especially for those on a fixed budget, but if you go with cheap products and they fail, you’ll find yourself spending twice the amount of money.