Satisfaction guaranteed

Referrals keep the sales funnel full at Fransen Group in Louisville, Kentucky, where about 80 percent of business comes from clients who heard about the firm from friends, family or neighbors. Founder Alex Fransen recognizes that every property his company completes is a billboard for his business. So the team is focused on carrying projects from concept to care with ongoing maintenance. 

Backing this full-service model is a guarantee that gives prospects considering Fransen Group peace of mind. “Our guarantee is, if you are not happy with our service and we cannot make it right, we will pay our competition to make it right,” Fransen says. 

This message proves just how particular Fransen is about delivering quality. And, it holds the team accountable to following through on the company’s promise to clients. 

What about clients’ reactions? “They say, ‘I’ve never heard anything like that before. You must really stand behind your work,’” Fransen says. “When we are done with projects, we receive thank-you notes and clients tell their friends.”