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 Terranova Construction, the key to keeping clients happy is simple: make sure they feel confident about every aspect of its work, from the initial designs to the finishing touches. “Our priority is to complete each project to the client’s total satisfaction, so we hold ourselves to high standards of excellence in everything we do,” says President Steven Romero. “For us, customer satisfaction is much more important than big profit percentages.”

Terranova Construction has been providing remodeling services for residential and commercial clients in Marin County and San Francisco since 2018. The company primarily works on kitchen and bathroom remodels, but it’s also qualified to build home additions, renovate entire properties and more.

Unlike remodeling companies whose owners delegate project management responsibilities to less experienced employees, Terranova Construction provides every job with the hands-on expertise of Mr. Romero himself. “A lot of construction business owners only come onsite to receive the check, but I like to be involved in the entire process,” he affirms. “By actually using my hands and doing the work, I’m able to make sure everything is going according to plan.”

Ultimately, Mr. Romero sees Terranova Construction’s customer-oriented approach to remodeling as one of its most important attributes. “We really care about our clients and want them to feel like they’re an important part of the construction process, so we take the time to exchange ideas and go over details before work begins so they feel more comfortable with everything,” he explains. “They really appreciate the personal attention we give to their projects.”

Plan ahead to get the most out of your remodeling project.

By going through the design process before beginning a remodeling project, you can determine your budget upfront and avoid making rash and costly decisions as work progresses. The first step in any remodeling project should be obtaining a detailed estimate from a contractor, but there are many other things you can do to prepare before work begins. Consider the following tips:

• Distinguish what you need from what you want. This may mean the difference between a remodeling project you can afford and one that will put you in debt.
• Make a detailed list of everything you want to include in the new room, such as light fixtures and furniture. Be sure to include specifications such as model, size and color. All of this information will be included in the contract, so it needs to be as accurate as possible.
• Designate a small percentage of your budget to allow for unforeseeable needs or difficulties that may come up later.
• If you’re on a tight budget, consider completing the project in stages—it’s more financially manageable to start small and gradually add on.

Save money by considering creative solutions. A remodeling project doesn’t have to be a budget behemoth, necessitating the tearing apart and reconstruction of an entire room. Sometimes a mere paint or wallpaper job will make a significant difference, and those projects are much less expensive than knocking out walls or rearranging utilities. Instead of adding square footage to your home, try borrowing space from a neighboring room (known as “space reconfiguration”) or installing a vaulted window to create open space via optical illusion.

Ask to see a computer-generated mock-up of your project. “Many contractors have computer software that helps them create interior design plans,” says Steven Romero, president of Terranova Construction in Novato. “These mock-ups will help you see the perspective of what you’re trying to create, and they’ll also allow the contractor to confirm exact details before the actual remodeling work begins.”

Be flexible in your vision. Sometimes people have remodeling ideas that don’t work as well in reality as they do in theory. A knowledgeable contractor will be able to determine if your idea is realistic for your budget, and if not, they should be able to give you comparable options. For example, if you want a marble countertop in your kitchen, it’s your contractor’s responsibility to point out that soft stone stains easily and may not be the best option. A better suggestion would be granite or stone—something that will repel stains better than marble.

Q: How soon can you start my remodeling project?

A: It depends on our schedule, but we’re usually able to start within five to seven days of your initial call.

Q: Will I be able to adjust my budget once the project is underway?

A: We can definitely adjust material prices, but other adjustments will depend on the situation. Regardless, we’ll always try to find the best way to achieve your goals while staying within your ideal budget.

Q: Can you pull plans and schedule inspections?

A: Absolutely. We’ll handle every step of the remodeling process for you. We can even help you find an architect or engineer if you need one.

Q: Can I replace materials if I don’t like them?

A: Yes. We want to make sure you’re happy with every aspect of your project, so if you don’t like a certain material, we can definitely replace it.

Q: Can you help me with interior design?

A: Yes, we actually do that a lot. We use computer software that helps us create interior designs so you can see the perspective of the space you’re trying to create. The software also allows us to visualize the exact details of your project before we even start remodeling.