GQ All-time Recommend Rate: 96.67
GQ 2019 Recommend Rate: 100
Number of Jobs in 2019: 27
Type of Firm: Full-service Remodeler
CEO: Jim Baxter
The COVID-19 pandemic changed homeowner interactions. What measures do you use to signal an extra level of care when working in or around a client’s home?
In order to provide the necessary level of safety for the homeowners as well as our employees, we implemented policy to include limiting the number of staff/subcontractors on-site at one time, instilled|a policy to wipe all surfaces at the start of the day, mid-day, and end of the day, adding an additional portable toilet when applicable for hand washing, as well as continued use of our build clean HEPA filters to reduce airborne debris. We changed a weekly site meeting with the homeowner to be done via video conference when possible. We also have our sales/design working remotely to ensure we will have work to carry us through this time. This includes video call meetings,|virtual design, and door drop delivery of samples for finish selections.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
We utilize meeting minutes software to keep a running track of open items on ongoing projects. It keeps|all parties involved aware of outstanding items, as well as progress. These are sent out weekly for discussion. We are still able to send virtual design presentations for video conference review.
What was your message to clients with projects in progress in order to keep them happy and satisfied during the uncertainty of the stay-at-home period?
In order to keep our clients with projects in process at ease and satisfied with progress, we expressed that we are committed to completing their projects in the safest manner possible, by implementing a 10 step process for jobsite safety. We also expressed to our client that if at any point they did not feel|comfortable having us in their home, we would be happy to put the project on hold, and we did do so for|a couple of clients and are happy to report we are back on site and finishing those projects now.