MARCH 2025 was supporting end-user support and I learned how to deal with clients and I learned the idea of the customer is always right. Basically, I bend over backwards for my clients. I’d say 99 per cent of my clients are over the moon happy at the end of the day. I would rather lose money on a job and make it right than have somebody unhappy.” That client satisfaction is also a testament to Novak’s consistency of quality. Again, when it comes to ensuring that quality, Reilly believes his experience is invaluable. “The fact that I built a house from start to finish doing every trade myself makes a big difference,” he says. “I know what to look for. I know when things are done right, when things are done wrong, and when people are cutting corners. And a lot of builders out there haven’t done that. They have not done a house with their own hands from start to finish. They haven’t done all the different steps – and it’s hard to know if something is done right or wrong if you haven’t done it yourself.” Reilly’s experience building his own home also makes it easy for him to relate to trades. He believes that’s a big part of why his trade relationships are typically successful and long lasting, with some going back as long as 10 years. “I deal with trusted trades that I’ve used over and over again,” he says. “They know what I expect in terms of quality, and I find that’s a huge thing. I find that when you start using new trades and people that you’ve never used before, that’s when problems usually happen. I went through probably 10 to 15 different trades per trade before I found the guys that I use now, and the guys that I use now are the best. They really care about quality.” The same applies to material suppliers and vendors, Reilly adds. A lot of their supplier relationships go back just as long, and the suppliers they use are the ones that prioritize quality and customer service, just as Novak Contracting does. Wintegra Windows is an example of a longstanding and close-knit partner. They are an Abbotsfordbased company that provides premium quality uPVC and fibre-composite PVC windows and doors, and that highly values simplicity and customer satisfaction. Novak Contracting, in turn, values Wintegra’s high efficiency standards of their products, as well as their fair pricing and prompt delivery.
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