Are your customers telling you the whole truth?
Elor Energy: Carving a market niche with Owens Corning and GuildQualityDecember 9th, 2021 by
Elor Energy is an Owens Corning Platinum Preferred exterior home remodeling company based in San Diego, California. For 15 years, Elor Energy CEO Guy Motaey has steered his company toward the best innovations in home energy efficiency to ensure that customers have access to cutting-edge technology.
Guy notes that the company’s motto is to “take care of all the needs of the exterior of the home when it comes to energy efficiency,” and his company accomplishes just that—and more. Elor Energy’s commitment to innovation and customer satisfaction led Guy to partner with Owens Corning and GuildQuality.
Owens Corning and GuildQuality
Owens Corning is a well-recognized name in the home exterior remodeling industry, and for good reason. The company started as a pioneer almost 100 years ago in the development of fiberglass material, initially just for home insulation.
In the 1960s, Owens Corning began manufacturing roofing products and branched out to more home exterior products in the last decade of the twentieth century.
To ensure stellar customer service across their network of contractors, Owens Corning partners with GuildQuality for customer satisfaction surveying. When an Owens Corning network company registers a customer warranty, GuildQuality reaches out to that customer with a brief survey.
This feedback provides both Owens Corning and the contractor with vital information about where they’re excelling and where they have opportunities to improve. Owens Corning network members also have access to valuable GuildQuality features, such as complimentary additional surveys and a search-optimized company profile page.
Many Owens Corning network members—like Elor Energy—choose to join GuildQuality to survey all of their jobs, even those not affiliated with Owens Corning products. GuildQuality members can take advantage of the following benefits:
- Access to a full GuildQuality account, including an extended profile page as well as marketing and analysis data and features
- A fuller, more comprehensive picture of overall customer satisfaction levels
- Opportunity for the industry-recognized annual Guildmaster Award
There’s no shortage of home exterior remodeling companies competing for market share these days, so taking steps to stand out in the crowd is essential.
Reassuring customers and strengthening relationships with strategic partnerships
One of the major hurdles Guy encountered during the first few years of Elor Energy’s business was helping customers overcome their deep-seated distrust of exterior home remodeling companies.
Unfortunately, for every stand-up, by-the-book company (like Elor Energy) that exists, two or three less-reputable companies battle for market share. Because of its stellar reputation, Elor Energy is often the company homeowners contact when something goes wrong with their roof or siding job. And while Guy and his team are happy to help, they wanted to ensure that none of their customers were ever left feeling like a job wasn’t done correctly.
Guy is committed to following up with clients throughout the entire job. He has experience in every step of the process, from sales and manufacturing all the way through installation and finishing.
“Even though I’m CEO, the dollar value of the job doesn’t matter—I catch up with every customer and make sure that everything is done to 100 percent,” Guy notes. “I like to give that personal attention.”
Elor Energy’s partnership with Owens Corning means that they’re able to take their customer service to the next level and offer their clients exclusive warranties, customer satisfaction surveying with GuildQuality, and many other benefits.
“We created a bulletproof system that will work for the homeowner to make sure that they get exactly what they’re expecting,” Guy says.
Along with the Owens Corning benefits, Guy and his team take full advantage of GuildQuality’s surveying and customer satisfaction tools.
Guy appreciates getting the valuable feedback and learning what his team does well and where they have opportunities to grow and improve. But what really sold him on the full GuildQuality membership was the ability to re-survey customers who weren’t totally wowed on the first try.
“It’s really nice to be able to reconnect with the homeowner,” Guy says. “It’s really important to me that we learn from our mistakes and see how we can do things better. It’s a very good tool.”
Guy also adds that his GuildQuality reviews have helped him grow the business. Customers always want to see reviews, he says, but being able to show them the breakdown of the entire job and customer experience in the GuildQuality feedback really makes a difference.
“Google and Yelp reviews don’t always have detail. It’s often just about the money. The different sections in the GuildQuality reviews—the value, the cleanup, all that—show a fuller picture and help create trust.”
GuildQuality and Owens Corning create ongoing value
On top of fostering trust with clients and being able to react quickly if a job doesn’t go exactly as the customer hoped, Guy reports that the information he gets from GuildQuality surveys plays an important role in Elor Energy’s company culture.
“Our production team sends the survey feedback to the sales team to let them know when they do a great job, and we actually bring the survey responses to our weekly sales meeting. We use those reviews to show how we build up trust with the customer,” Guy says. “We also use some of the reviews on our website.”
Getting introduced to GuildQuality through Owens Corning was a great way for Guy and his team to learn how important detailed customer feedback is to their business.
Guy reports that the support from Owens Corning is incredibly important from a marketing and selling standpoint. The partnership with GuildQuality helps close the loop on providing every customer with an excellent experience.
“Home improvement companies that respect themselves but don’t use GuildQuality are making a big mistake,” Guy says. “Without GuildQuality, you don’t really have a way to follow up [with customers] after the completion of a job.”
Looking toward the future of the business, Guy reports that the partnerships with both Owens Corning and GuildQuality will be integral to Elor Energy’s growth.
“We want to provide a great system and experience from A to Z,” he says. “The honesty, the relationship, and providing the homeowner with the best knowledge, installation, workmanship, quality—all of those things in one package gives everyone peace of mind.”