American Design and Build, Ltd.
Bel Air, MD
GQ All-time Recommend Rate: 95%
GQ 2020 Recommend Rate: 98%
Number of Jobs in 2020: 411
Type of Firm: Solar/Replacement/Home Improvement Contractor
CEO: Joseph Tunney
1. Demand for services is stronger than ever. Supply delays are widespread. Building product prices are rising. Please name the concrete steps you take to keep customers satisfied as timelines and prices are fluctuating?
We believe consistent transparency is the best way to keep our customers satisfied and informed amongst supply delays and rising product prices. We have enacted a policy where we call customers the day their job leaves rescission, and we explain everything they are to expect with their project. This includes what steps our team will take, things we can control, things we have no control over, and an estimated timeline of events. Customers are encouraged to contact their project manager or sales rep with any questions they may have, and we strive to answer their inquiries as quickly as possible to keep them up-to-date and in the know.
To avoid having to reschedule an install date due to a supply delay, our team has begun setting installation dates only after all the required materials for the job are delivered. We also have started pre-ordering products to combat supply delays and decrease the amount of time a customer must wait until their project is installed. When we encounter a supply delay that could severely impact a job’s install date we work with Owens Corning (our primary roofing material supplier) to see what alternative products or brands can be utilized for the project without jeopardizing the material warranty. Sales Reps have also been very up front with customers who may want a limited stock product about the potential extended timetable for that project.
2. A good remodeling or home improvement firm knows the limits of its capabilities to take on additional work. What do/would you communicate to clients when you cannot handle their job and must decline their inquiry?
In light of the hardships brought on by the past year, including increased cost of building supplies, wide-spread supply delays and limited staffing, we have confined our jobs to our core projects, and will be fully transparent with a potential customer if their inquiry falls outside of that range. While we are distressed that we are not able to assist that customer, we feel that it’s best to be up-front with our current limitations, instead of agreeing for the sale and then not being able to deliver on the project until much later due to the aforementioned roadblocks.
3. During busy times like these, operational adjustments are needed in order to take on more work, often with the same level of staffing. What steps have you taken to ensure a quality experience despite the added workloads for your team?
We have restructured our installation teams to include an Installation Supervisor, who’s main role is to oversee all installations our crews do, as well as be the point of contact for the homeowner during these installations. The Installation Supervisor conducts site visits, ensures the correct materials are used at install, handles any installation issues, and answers any questions the homeowner may have. We have found that this addition of an Installation Supervisor has helped increase customer satisfaction and has streamlined our installation process.
On the administrative side of our business, we have reorganized and reallocated duties to our staff in order to better streamline the customer success processes we already had in place. This helped better distribute the increased workload across our existing staff, without sacrificing customer satisfaction or our employees’ wellbeing.