CG&S Design-Build

by Emily Blackburn

Dolores Davis

Austin, Texas
GQ All-time Recommend Rate: 98%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 27
Type of Firm: Design/Build
CEO: Dolores Davis

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?

We set the clients expectations early before we even sign an agreement. We put them on a backlog giving them realistic expectations of when we can work for them. We get our project managers on the team early getting feedback from them to build realistic construction schedules. We have also adopted an escalation clause for our contracts for increased process prior to construction beginning.

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?

It’s important for us to work with the right people. We have a minimum project amount and we only work in certain areas. On the first contact, we mention these parameters. If the prospect’s project is outside of these parameters, then we refer them to the Austin NARI website to find other contactors in the area. But if the project is a good fit, then we give them to opportunity to get on our backlog list. Most importantly though, we relay that the sooner they find someone and get on a list the better. It’s only getting busier.

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?

You must understand what your capacity is and only work towards that. It is good to have a scalable company so that you can grow or shrink as desired but eventually you will need to take on more staff to do more work. Systems, procedures, team leaders. These all need to be in place for your team to take on more work.

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