I really liked Jim right from the start. He's down-to-earth and straight talking. He brought up a lot of little things I wouldn't have known to think about (for example, when they take down the old splashback it will pull some of the drywall off, so you need to consider making the new splashback about an inch higher if you don't want to do a lot of prep work before painting). He gave us lots of options and spent a lot of time with us - I never felt rushed. He actually had to wait awhile for us to make sure we had the budget, but took the time to come back out, refresh himself on the project and make sure he had all the needed information. Professionalism is really subjective, and with the work my husband and I do, we're probably tough critics (and actually I know we're pretty demanding customers too and are probably a bit difficult!) There are only two reasons I didn't give them an "A" for professionalism. First: we gave Jim a $3K deposit in early July, and he let us know he wouldn't be able to start work until late August or early September. Having had a business doing contracting/construction work, my husband felt it was a long time to "float" our money, but we understood he needed to start purchasing the cabinet doors and drawers. It got to about the middle of August and I hadn't heard from him, so I called him one afternoon and he indicated he could start the following Tuesday. Which was fine, but my husband and I were trying to coordinate purchasing our appliances with the work Jim's team was doing so we could take advantage of his team installing the new appliances (much more cost effective than Best Buy) - that just mean we had to scramble a bit over that weekend to purchase our appliances, and we weren't sure they'd get deliver in time, but it ended up working out. Second: We also had a discrepancy between when Jim measured the countertops and told us what he thought would be the approximate cost of the counters - when the rep. from Classic Granite came out, he initially measure 11 sq. ft. more - which is a lot when the surface is $69 per sq. ft. Everyone seemed pretty blase about it, and it ended up it was only a 5 sq. ft. difference, but that really bothered my husband because it was an expensive mistake. (I have to say though, I never stopped chatting at Jim while he was working and he was too polite to tell me to be quiet so he could concentrate!) In general, I never felt like I had a "project plan" before we began and was a little uncertain about that (I can get pretty OCD about those kinds of things). But most small business owners simply don't have the time for that kind of thing, and once they got started they completely met my expectations on timing. They were always there when they said they would be, and I was very comfortable leaving them in the house when I had to leave for work. I also found that when I called Jim he was very responsive (calling his cell phone), but other forms of communication, e.g., email, office, didn't get me the same response - hence the "B" grade on that. Well, that and the fact I had to finally call him to get a start date on the project - I had to wonder, if I hadn't called would he have called me? I'm sure he would have at some point, but I just don't know if that expedited getting the project started. But I would say, if you need to talk to him, just call his cell phone. I found I was most satisfied with the work when Jim was on-site, or when Jim was doing the work. He puts in the extra effort and really, really pays attention to the details. I know he had to hassle with some of the plumbing under our kitchen sink, but he stuck with it, didn't try to charge us extra, and did a wonderful job. His team was really good, but there's nothing like having the business owner do the work. Jim told me they weren't done until we were satisfied, and he was absolutely right about that! He came back and did some "clean up" work, and adjusted some doors for me, and did a few other little things to make it "perfect." He noticed little things I didn't even see, and made them right. Things like where to place the hardware on the doors and drawers, and giving me great suggestions with reasons why. Again, he never acted like he was in a hurry, and the work is absolutely gorgeous. I'm so happy with the final results - everything is lovely, and I'm so glad for the recommendations he made - not to get the microwave over the oven (I'm short, so I would have been pulling hot food out over my head). I would highly recommend using him (his prices are incredibly competitive), and ask him any questions you might have - his experience is invaluable. I would also be happy to use Jim again to do work in my house. In the last several years my husband and i have done several large projects - had our deck refurbished and screened in, added a 6 ft. extension to our master bathroom with significant remodeling, and now the kitchen. Of all those projects, this one was by far the quickest, easiest, least frustrating, and had the highest quality results. I am very happy!