By Jerri Stroud, BBB Editor
Little has changed in the six years since The Gutter Cover Co. won its first BBB TORCH Award. The company is a winner this year, too. The family business in St. Charles, Mo., still has no complaints, lots of satisfied customers and a commitment “to serve with honesty, integrity and quality,” according to its mission statement.
The 15-year-old company, a dealership for a gutter covering manufactured in Springfield, Mo., is headed by Jim Maneage, president, and his wife, Staci, who now has an office manager to assist her with the administrative side of the business. A son, Matthew, assists his father with sales and does some installations. There are now four installers instead of two, and the company plans to hire more.
Staci Maneage says she looks for employees that are honest, trustworthy and able to relate to customers. Installers have to be respectful of heights but not afraid of them. When a crew goes out, the company strives to have at least one member be outgoing and customer-oriented.
Communication is a key part of the Gutter Cover Co. “wheel,” a set of customer service principles the company has set out for employees and owners. Crew members are asked to call customers on their way to a job and to text the office when it’s completed. They’re also directed to leave a message with their findings if the customer isn’t home when they make a service call.
“In the office, the customer comes first,” Maneage said. Recently, a customer called about some wires for satellite television service that the customer was concerned about. The Gutter Cover Co. took care of the problem, she said, even though the company didn’t cause it.
“It was distressing to them,” Maneage said, “We just took care of it.”
The company provides each prospective customer with a packet that includes an insurance certificate, information about the product and the company and a list of past customers they can call as references. They suggest that customers ask any contractor for a certificate that says the contractor is covered for work at their home.
The company also encourages customers to check out The Gutter Cover Co. and any competitors with BBB.
The Gutter Co.’s charitable activities recently have focused on the USO and an effort to hire veterans. The company has made donations to Habitat for Humanity, and the Maneage family is involved in mission trips locally and in countries like Haiti, Honduras, Brazil and Taiwan.
“We present ourselves with honesty and integrity,” Maneage said. “These are key values that we take very seriously.”
Profiles of BBB Accredited Businesses and BBB Accredited Charities are created as part of BBB’s TORCH Award process and are not intended as an endorsement. To register for this year’s TORCH Awards luncheon on Nov. 13, go to http://www.bbb.org/stlouis/events.