Acclaim Renovations & Design owner Bob Gallese has developed a system of service excellence
By Patricia Nugent
At last you’ve hired a contractor to remodel your kitchen.
The crew shows up the first day. They trek dirt throughout your home and leave behind a wake of dust, tools and materials. And then the next day, they don’t show up at all.
This is a homeowner’s worst nightmare.
Bob Gallese—owner of Acclaim Renovations & Design—understands. Over the past 45 years, he’s heard horror stories and made it his business to create the best possible remodeling experience for his clients.
“Having a remodel done, having your home torn apart by people you don’t know, is like undergoing major surgery,” he says. “That’s why we go the extra mile to make sure people are comfortable with us and our level of professionalism. It’s our job to take their fear away. For instance, as soon as we come into a home, we protect artwork on the walls, and cover handrails and carpeting.”
Several years ago, Bob and his team created a manifesto of sorts. Very similar to the Golden Rule, the document covers the many ways technicians from Acclaim treat clients just as they would their own families. It eases any concern a homeowner might have about inviting remodelers into their home.
“I belong to a national roundtable of contractors,” he says. “At one of our meetings, someone said they had created a document, ‘What the client can expect from us,’ and I thought that sounded perfect for how our company does business.”
Each of the promises laid out within the document is wonderfully specific. The first is, “We promise not to arrive at your home before 8 a.m. We realize that you have to get your family off to school and to work. We promise to work around and respect your schedule.”
Raising the bar on a higher level of service to clients is one of the many reasons Acclaim has been honored with numerous industry awards.
Acclaim Renovations & Design powered by One Man and a Hammer is located at 8550 East Avenue in Mentor. The company has been honored with the NARI Contractor of the Year Award, the Guild Master Award for Service Excellence and the Best of Houzz awards just to name a few. Call 440-974-8082 or visit AcclaimReno.com for more information.