Biehl Brothers Contracting LLC
GQ All-time Recommend Rate: 97.78
GQ 2019 Recommend Rate: 100
Number of Jobs in 2019: 51
Type of Firm: Full-service Remodeler
CEO: Chase Biehl
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?
We first made the decision as a company after seeking wise council that we could pursue business in a responsible and mindful way, then we developed our own set of policies and shared (and updated) via Co-Construct. We changed our TV advertising to share those ideas and ran that ad for about 2 mos.||We added portable toilets to our job sites with outside sinks, prioritized outdoor work, and sealed work areas and kept under negative pressure with the Buildclean system HEPA filter. In addition, took daily temperatures of our staff and posted those every morning in Co-Construct to assure our clients that everyone’s health was our real priority.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
We utilized Google hangout (Meet) to both see clients spaces and provide initial consults, and present quotes. On the production side we have been using Co-Construct for years. Having the infrastructure of Co-Construct and the daily job log with photos in place allowed many of our clients to feel comfortable working in a sealed room without ever seeing the finished project until it was completed! Using the above platforms we also leaned heavily on vendors with great and detailed websites to help our clients pick materials (Cambria, The Tile Shop) and also mailed / or dropped off samples.
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?
Our message to clients was simply…we want to meet you where you are comfortable. Many of the projects had outdoor components which we began first and made certain not to enter their home, we delayed many projects per our customers requests, adjusted our contracts with regards to cancellation policy, refunded deposits on contracts in design for those clients who wanted to cancel, and above all just made certain to have clear and daily communication about the “what – if” should we not be allowed to continue work. We worked every day to leave our sites functional in case the worst should happen.