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30 | Kitchen & Bath Design News | November 2015 R emodeling can be a stressful experience for any family, which is why Gayler Design Build prides itself on providing clients with as smooth and easy a process as possible. And, that process is never viewed as a short-term thing for Gayler; to ensure continued satisfac- tion, the company "checks in" with the client for a full fve years after the remodel is done. Started in 1961, the family-owned business is now in its third genera- tion. Owners Darlene Gayler, her husband, George, and their son, Chris, believe it is important not only to maintain great relationships with their clients, but also to stay active in the local community. Darlene co- founded Sustainable Danville Area and sits on the board of directors for the Danville Chamber of Com- merce, while Chris is on the board of directors for the San Ramon Education Fund. The Danville, CA-based design frm specializes in kitchen and bath remodels as well as entire home re- models and additions. The company, winner of more than 19 national and regional awards for its designs and craftsmanship, makes it a priority to keep its projects on budget and on time. In fact, Gayler has an 18-year track record of keeping on point for both aspects, with a quality guaran- tee based on a system that has been developed throughout the years. THE GAYLER PROCESS The Gayler Process has six phases, which starts with the frst phone call and carries all the way through to a last check up – fve years after project completion. Part of the process includes a guarantee that Gayler will remain on budget so that no additional expenses will be added on the back end. "We don't low-ball estimates to get [cus- tomers] to sign a contract and then add numerous change orders to make up the diference," says Darlene. Adds George: "We maintain a frm commitment to the budget and, should something unforeseen go over, we absorb it." This is one of the many things that Gayler does in order to set itself apart from other construction and design firms. Other important measures the company takes include ensuring a clean house at the end of each day of construction and taking a pledge to be green: as a Certifed Green Pro- fessional, Gayler Design Build uses eco-friendly and energy-efcient meth- ods in all of its remodeling projects. But perhaps the most important aspect of the company's process is a unique warranty program geared toward ensuring clients' long-term satisfaction. Once the project is completed, Gayler either emails or phones clients at 30-day, six-month, one-, two-, three-, four- and fve-year intervals to make sure everything is working as it should. While this may seem like a lot of follow up, the company views its customers as an extension of its family and strives to treat them accordingly. "We want to ensure our clients are well taken care of," says Darlene. "We go the extra mile for them – from communication and follow through to quality workmanship and follow-up." She adds, "We will call them, send an occasional card or even a gift to cel- ebrate an important occasion." EMPTY NESTER CLIENTELE The Gaylers' clientele is made up large- ly of families with older children or recent empty-nesters who tend to live in zip codes where homes are valued above $1,000,000. Darlene adds, "While many [cli- ents] have children and are looking to expand and/or remodel, we also have developed a new niche – remodeling homes with the intention of [aging in place]. It is like an upgrade to the By Ashley Lapin Olian Designer Profle Firm's Five-Year Process Strengthens Client Relations Gayler uses the Gayler Process to ensure its projects, like this bathroom remodel, will be on time and on budget. Gayler Design Build is a family afair: Pictured (from left to right) are Darlene, George and Chris Gayler. The gold standard. NOT HING A PPRECIAT ES LIKE EMPLOYEES WHO A RE A PPRECIAT ED. Visit www.InvestAlways.org/Customer or call us at 1-800-843-6522 to see just how much value NKBA U can of er. Grow your company's talent investment with a f ordable online training from NKBA U. Our Focus on the Customer c ou rses are one way we can h elp maximize your investment – because nothing enriches your bottom line like c ustomer relation ships worth th eir weight in gold. Always. Sometimes. WORTH INVESTING IN? Follow Us: Circle No. 17 on Product Card