As part of our ongoing series featuring past Torch Award recipients, the BBB’s
National Center for Character Ethics is pleased to shine a spotlight on Kresge Contracting, Inc.

“Your satisfaction is extremely important to me. It is how I measure the success of my firm.”
Mark Kresge, President
Kresge Contracting, Inc.

Most remodeling companies display past work on their websites, in their brochures and in their showrooms. It is a rare company, though, that has the courage and track record to proudly display its end‐of‐job client satisfaction questionnaires and unsolicited letters of satisfaction from clients in its showroom for all to see.

In recent years, homeowners have become more price sensitive, and the remodeling market more competitive, than ever before. To compete, while maintaining high quality and fair compensation for valued employees, it is imperative that companies establish value beyond price.

In the case of Kresge Contracting, Inc., winning the Better Business Bureau of Central Ohio’s 2008 Business Integrity (Torch) Award coincided with the firm’s 25th anniversary and has helped differentiate the value that Kresge brings to complex remodeling jobs. Kresge Contracting, Inc. is a remodeling firm, serving Central Ohio since 1983. The firm provides personal indepth consultation, planning, design and plan execution through the remodeling process. Kresge stands by its work by servicing clients’ home needs and through an excellent warranty program.

For its owner and president, Mark Kresge, integrity is an integral part of the business. “Most of our business comes from past clients—approximately 70%—because our clients know that they receive high quality products and workmanship from a firm with high standards,” states Kresge.

So Kresge seeks to develop a relationship of trust, openness, and respect to foster excellent employee and client relations. The firm is proactive with staff, clients and trade associates to resolve problems and conflicts to create a positive, win-win experience and a positive work environment. In fact, the firm is so devoted to honest services and respect for one another, it has included the spirit of ethical enterprising as part of its mission statement:“…We will strive to be attentive to our clients’ requests and honest in all of our communications.Our attitudes will be guided with respect for others and ourselves….”

Kresge entered the Business Integrity (Torch) Awards in 2008 to highlight the firm’s commitment to respecting its clients and employees. The entry described a business philosophy of spending the time and effort required to build a healthy and positive working environment— an effort that also attracts loyal clients.

Winning the award was not only affirming; it became further motivation for Kresge, “The validation of my high business integrity and ethics has given me a deeper appreciation of those values, increased my commitment and desire to provide outstanding ethics, as well as given me a greater understanding of the daily intentional nature of integrity. “

Recognition of the quality of Kresge’s work isn’t limited to the 2008 Torch Award alone. Mark Kresge holds certification as both a Certified Remodeler and as a Certified Kitchen Designer. And, the firm has a long history of distinction and public recognition for its service excellence. In 2010, Kresge continues to move forward with initiatives that set it apart from other home remodelers.

“Being a Torch Award winner has reinforced my desire to step back and look at the big picture in two ways: How we provide the services to our clients, as well as what helps my employees to be better and happier with their job and help them perform their best,” Kresge states. For example, the EPA has set in motion new guidelines, which went into effect April 22, 2010, for how home renovators handle lead paint safely. Kresge has complied with all of the rules by becoming certified for the new guidelines and purchasing the necessary equipment. Those actions alone set Kresge apart from many in the industry, since most have yet to comply with the new rules. “As part of excellent ethics, we felt it was essential to meet the terms of these laws by the initial deadline,” Kresge noted.

Winning the award has also reinforced the Kresge team’s appreciation for the long term value of intentional ethics. To ensure that it stays on that path, Kresge holds monthly meetings with the staff in which they discuss what they have done right, as well as acknowledge any short comings and learn to grow past them.
“It’s also an excellent time to assess our strengths and weaknesses in order to become a stronger firm with united employees.”

Keeping an ethical enterprising frame of mind alive isn’t easy in today’s climate. But, it is rewarding; and Kresge’s advice to other business owners is clear:
“Be prepared to do the responsible and right thing, even when others are not doing it. Understand that it will probably cost you more in the short term, but the long term return and investment will pay dividends not only financially, but also in your psychological state of mind
and sense of personal honor.”

Read more about Kresge Contracting’s process, services and custom solutions for complete remodeling at KresgeContracting.com.