Last week we welcomed the ProRemodeler Sales Conference to Philadelphia. There was a host of charismatic speakers focused on a range of topics, but the ones that most resonated with us were those related to the client experience.

Many of us are in the service business and constantly strive to perform to the level of expectations of discerning clients. We may however, in some cases, get so accustomed to our internal systems and processes that we forget the client perspective. We forget to put ourselves in the client’s shoes and we lose our focus on empathy.

The speaker I found to be most insightful was Jeff Tobe, a customer experience consultant from the Pittsburgh area. Jeff focussed strongly on the touch points that we experience throughout our sales and production cycle that provide us opportunities to better engage our clients.

Jeff challenged us all to identify the touch points we have with clients throughout all departments and subsequently provide ways we can better the client experience at each of those milestones. We at Harth Builders are beginning this process now as we constantly strive to make remodeling less painful and more memorable for al of our clients.

You can learn more about Jeff Tobe at

Christopher Lux has spent the last 15 years in the residential remodeling industry and is a Design Build Consultant with Harth Builders in Spring House, PA. Chris is available for in home consultations as well as speaking engagements by calling 215-654-0364.