Patti Boekankamp, Founder and President of Las Vegas Valley's RepairMasters, believes strongly that accountability to her customers and professional services are the key elements to the success she is seeing in her business.
With an extensive education and background in marketing, Patti identified a need in the Las Vegas Valley area for a repair and maintenance service that would provide quality craftsmanship and reassurance to customers. Patti has used her customer care ideas as building blocks to create a popular business that clients trust. Here's Patti's RepairMasters story...
by Patti Boekankamp
President, Owner, RepairMasters Las Vegas
For years, I had tried to think of what kind of business would be a good fit for me and my background. I am a very honest and trustworthy person who enjoys helping clients solve their problems. I see the benefits of developing relationships with my customers as invaluable. My goal was to develop a business that exuded professionalism, class and delivered on its promises.
The idea for a handyman business came to me from a totally unexpected source. It was someone who had always had his own business and knew what kind of business would work in our area.
At first, I thought I was not a good fit for this business. I did some soul searching, however, and soon realized that my 27 years of experience in the retail and construction industries, along with a B.S. in Management and Marketing definitely qualified me to run a business.
I looked at companies I had worked for and realized that what had made them successful was their professionalism and their desire to customize their services to meet the individual client's needs. In other words, they asked the questions other companies don't ask; to really learn what would make life easier for a customer.
I strongly believe in communication between RepairMasters and our clients. I find that building strong client relationships is very rewarding because it develops trust. If we guarantee our work and admit any mistakes we might make while letting the customer know that they come first, we will be successful.
So far, we have been in business for 3 years and have several clients in both commercial retail and facilities management along with many homeowners. We are small now but our vision is to become a viable entity in the Las Vegas marketplace. We strive to earn the respect of the community by providing great service as we grow our business. We do this by asking the right questions, providing thorough communications and by following up to see if the customer is happy.
Many of our clients are out of state, so we provide pictures of their property along with our assessment of the problem and suggestions for fixing it. We like to give our clients options and let them decide which solution they want us to pursue. We also work very hard to make sure that our standards and policies are carried out in the field.
It is our fervent desire that by providing personalized service and always asking for feed back, that our clients can run their businesses and be assured that their maintenance needs are taken care of.