GQ All-time Recommend Rate: 93.25
GQ 2019 Recommend Rate: 95.59
Number of Jobs in 2019: 127
Type of Firm: Full-service Remodeler
CEO: Matthew Breyer
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?
The Breyer team really focuses on communication with our clients. We engage in conversations around their concerns of the pandemic and the safety of their families to really understand their needs as a partner. From there, we modify our on-site activities to closely mimic the client’s preferences, wherever we can. We really try to provide a custom experience from the design of their living space, interaction with our team members and the construction of their project.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
As a team, we are really embracing virtual meetings as a solid form of communication and our clients really enjoy this work-flow. We utilize the Zoom platform for virtual face to face meetings, and we recently rolled out the PandaDoc platform to create a virtual workspace for our clients to interact with our designers regarding their projects/proposals. We engage in phone meetings on outside projects. Our designer is on-site at the home navigating the space by themselves, but the client is on the phone with them walking them through their dream project.
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?
Concentrating on transparency and communication really supported our clients during the stay-in-place period. We had clients that were less concerned with COVID-19 and more focused on our team being consistent with our construction work and their project schedule. We also had clients that were very concerned about the virus and wanted to adjust our work schedule to allow for more time to pass to begin their project. As a team, we focused on being compassionate and considerate to each of our clients and provide the best experience for them individually.