Brentwood Builders, Inc.

by Emily Blackburn
Joe Harkleroad
Chad Coe

Cedarville, Ohio
GQ All-time Recommend Rate: 100%
GQ 2021 Recommend Rate: 100%
Number of Jobs in 2021: 12
Type of Firm: Design/Build, Full-service Remodeler
CEO: Joe Harkleroad, Chad Coe

Business technology and business software are offering new ways for remodelers and home improvement professionals to improve client experience and customer satisfaction. In what ways are you using software or technology to improve client experience?:

We have actually found that in our fast paced, technological dependent culture, we provide a personal touch and care that brings order and peace to people during their projects. We receive the occasional response that we are “behind” technologically, and we are not opposed to it. However, we have found that delighting our clients with the construction process as well as the finished product has suited or clients more so than technology.

Rising costs for labor and building materials along with higher inflation on everything else is forcing remodelers and home pros to raise prices dramatically. Tell us about the most effective ways you are passing along these rising prices to your clients?:

First, we pad our numbers and include a contingency that protects us from “buying the job”. Second, we make the client aware of potential escalation costs and include language of this nature in the contract. Third, we encourage them to have their own contingency (+/- 10%) in anticipation of escalation cost.

Supply shortages have required you to ask clients to go back and pick another finish or building material. What are your tips for handing these product trade-off conversations?:

First, we expect our suppliers/vendors to update us regularly on what is available. But we also understand that things are pretty fluid. So we believe it is our job to offer qualified alternatives that meet their functional and aesthetic expectations.

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