G . J . GARDNER HOMES NZ
CONSTRUCTION
Grant is hesitant to assign honour to any one factor but does believe that living the vision and customer service ethos right across the organisation has been critical to that success . He notes you can only deliver on a vision by having great people and that he believes is their leading edge . “ I also think it ’ s been from doing a myriad of things really well ,” he said . “ We really did drive ourselves on being a great franchise network throughout the team . We are clearly great marketers of our brand in New Zealand . What would be considered a paltry budget by any corporate [ in advertising ] managed to make us a household name . We invested heavily in our wonderful testimonial and TV campaigns that have been absolute top quality , showing our full range of skills in the homes that we build .”
He added , “ It ’ s about being a good support office and helping our franchisees be as successful as they can be in their individual markets , which then creates a greater team and a greater good . We generally put ourselves second in the income stream , but by doing that , we are rewarded in the long-term .”
The Future Grant and Ellie both make it very clear that whilst they don ’ t have a lot of room left to expand in New Zealand , they ’ re not finished trying to improve .
As part of their standard practices in dealing with customers , surveys are sent out after the completion of every job . These surveys are intended to allow the customer to provide feedback that could help the company improve its practices .
Clients are encouraged to rate the company on everything from overall job satisfaction to the attitude the crew had in dealing with them . Whilst the questionnaires are about 60 questions long and all the information collected is important , according to Grant if you don ’ t get the key questions answered positively it ’ s game over “ would you build with this franchise again ?” and “ would you
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