Repairs Unlimited Inc. (RUI) was started in 1986 by Emory F. (Jigger) James III and Stephen B. Galey, with the assistance of a venture capital partner.
James and Galey's personal relationship dates back to high school, and their professional relationship commenced with the formation of a successful landscape business. Since that time, both individuals have achieved a unique combination of exceptional educational training (both graduate and post-graduate degrees) and successful business experience. It was the complementary nature of these qualifications, backgrounds, and experiences which provided the framework for the creation and subsequent success of RUI.
RUI was initially created as a one-stop shop for home repair services. This idea was formulated out of James and Galey's personal experience in general contracting and real estate development. It had become apparent to them that the construction market lacked professional, high quality repair service delivered to the residential sector. Specifically, as of December 1985, market research identified the home repair/maintenance market as a $70.4 billion industry. Yet it was largely unorganized in terms of integrated, professional service providers.
The original plan called for the delivery of home repair services, defined at that time as carpentry, plumbing, electrical, painting, heating, and air conditioning, sheetrock, roofing, etc. These categories were serviced by professional craftsmen, characterized as highly skilled and experienced tradesmen who were cross-trained in at least three of the categories of service.
The marketing and advertising program at the time involved a combination of mass media campaigns, direct mail pieces, targeted promotions, and public relations efforts.
After two years of operation, the entire operating approach was reorganized. First, account representatives were put in place whose specific job was to listen and understand customer problems, and then to be sure those problems were solved in the most efficient fashion possible. It was soon evident that account reps could provide the opportunity to expand into other markets. As a result of those efforts, RUI was soon performing work for customers in the following new categories:
Multi-location retail
Government
Property management firms
Third party contractors
Insurance restoration
The other major operating change involved redesigning the working relationship with all the craftsmen. In order to stimulate more problem solving effort in serving customers, the employer-employee relationship was discarded in favor of a partnership relationship between RUI and each craftsman. This new concept stressed more craftsman ownership and offered the incentive of a 100% performance based compensation program.
The results of these changes were dramatic and quickly realized. Sales revenue has trended positively since 1988. Profitability improved greatly, in large part because the labor costs were shifted from fixed overhead to a variably-costed component of each job. Craftsmen were paid more per job, but were only paid for a completed job, meaning the customer would be satisfied. Additionally, the quality of craftsmen attracted th RUI improved because more money could be made and a consistent flow of work was available.
Most importantly, however, was the immediate improvement in overall customer satisfaction. Each craftsman's perception of the customer changed, each now being more responsible for customer satisfaction. And each took more ownership in listening to and solving customer problems.
These changes enabled RUI to demonstrate steady growth by diversifying its customer base and more professionally delivering an umbrella of services to a wider variety of customers.
A Satellite operation opened in the Denver area in 1999. RUI's expansion was made possible by the positive results derived from our problem solving focus.
We will continue to offer the best customer satisfaction in this industry in both the Kansas City and Denver Metro areas.
