Bennett Builders & Remodelers

by Emily Blackburn

Terry Bennett

Dan Bannett






Westlake, Ohio
GQ All-time Recommend Rate: 94%
GQ 2020 Recommend Rate: 94%
Number of Jobs in 2020: 64
Type of Firm: Design/Build
CEO: Terry Bennett,Dan Bennett

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?

It starts with our very first contact with a prospective client. We want them to know that due to our high number of committed projects already on our construction schedule board, we won’t be able to start construction for them for several months. We monitor our jobs carefully and let them know the approximate time frame for their job. If they’re OK with that, we schedule the first appointment. We also explain why construction costs are much higher today than last year, especially due to all-time high lumber costs.

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?

We explain our timelines for starting their project during our first communications. If they cannot or choose to not wait that long, we apologize and explain that we won’t be able to do this job for them. We do add that if they find similar time frame answers from other contractors and realize that our time schedules are common in the market today and they won’t get their project completed when they had hoped, please feel free to call us back and let’s talk again about their project with realistic timelines.

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?

Expecting there to be a large pent-up demand for construction projects after a return to normalcy following covid-19 slowdowns, we spent considerable time during 2020 to examine and implement improvements to our company’s website, technologies, staff training and Standard Operating Procedures (SOPs) to improve our overall operational efficiencies. Even with a much higher volume of jobs being completed this year, we’re finding that we can complete much more work with only a slight increase in staff because everyone is more productive and efficient in their work with fewer problems or errors.

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