Classic Remodeling & Construction, Inc.
Johns Island, SC
GQ All-time Recommend Rate: 95.93
GQ 2019 Recommend Rate: 97.30
Number of Jobs in 2019: 41
Type of Firm: Design/Build
CEO: Bob Fleming
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?
Although deemed an essential service and allowed to remain open during the shutdown, we voluntarily elected to suspend operations for a 2 week period and have our employees shelter-at-home. This was our first level of defense to ensure that our employees were safe and healthy upon entering a client’s home.
Overall, our goal has been to alter our work procedures to limit extended exposure to others. We’ve approached this in a variety of ways. First, after talking with our clients, we made some schedule adjustments to work on outdoor projects and unoccupied spaces. This has allowed our staff to maintain social distancing requirements for the majority of the projects. When unable to social distance, masks are required. Secondly, our delivery procedures have changed so that our delivery drive now makes fewer deliveries per week to each job site. Finally, our project craftsman are responsible for ensuring that anyone who enters the jobsite is symptom-free.
Our staff has been instructed to wipe down all surfaces, including tools, door knobs, counters, ladders, etc. multiple times throughout the day. Additionally, we asked them to wipe down their vehicles and anything they touch in their vehicles daily. We have also ensured that all jobsites have a dedicated hand-washing station, masks, wipes, and hand sanitizer.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
Zoom has definitely become a more integral part of our day-to-day operations since the pandemic. It has allowed us to keep in touch with our homeowners who have been uncomfortable with face-to-face meetings, or those who live out of town, on a more consistent basis. Virtual meetings have really helped us keep our jobs moving forward at a better pace.
Additionally we have added DocuSign to our repertoire for contract signings, so those no longer have to take place at in-person meetings. Finally, we have started using SmartSheet to schedule out our projects. This software helps us easily provide real-time updates for construction schedules, which ultimately helps the client better prepare for what to expect.
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?
We have found ourselves in unprecedented times and we wanted our clients to know that we were all in this together. So we really focused on encouraging open communication. First and foremost, our concern was for their well-being.
We spoke with each client individually to assess their comfort level with us being in their homes and reviewed the status of their project and the work that remained. Anyone who wanted to postpone their project or put their project on hold was welcome to do so and we had open discussions about how that would affect their project schedule.
We wanted to make sure they knew that we would be back to complete the job we started! For those that wanted us to continue working, we reviewed the precautions we would be taking to ensure everyone’s safety on the job-site and encouraged them to contact their project manager should any concerns arise during the project. Whether we were actively working their project or had postponed it for a short-time, we touched base with every client on a weekly basis to just maintain those open lines of communication.