CEO Stephanie Vanderbilt
Beverly, MA
https://mycoastalwindows.com/
GQ All-time Recommend Rate: 93
GQ 2019 Recommend Rate: 100
Number of Jobs in 2019: 258
Type of Firm: Full-service Remodeler
CEO: Stephanie Vanderbilt
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?
Besides following CDC guidelines of masks, social distancing and wipes, we take satellite images and create a 3D model for accurate measurements. Then we share this with the homeowner via email so they can visualize their home by changing out profiles and colors. We are also offering 0% financing for up to 24 months as we want to help secure the best funding for our homeowners at this unsure time in their lives. We also offer virtual estimates via Zoom or FaceTime. Lastly, we have made masks in a nautical fabric (for our company brand theme) and give them to the homeowner/s as gifts when we come for our safe social distancing estimate. We try as much as we can do this outside 6′ apart as well. When we install, we ask the homeowners not to enter the rooms (for windows/doors) and clean the room after we install them in that room. Same for siding and roofing…we ask the homeowners to save all questions until the end of day when we do our daily walk- through and do this as well with masks and safe social distancing.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
As stated above as well, we create a 3D model of the homeowner’s by taking 8-10 photos which gives us accurate measurements to quote the project. What is especially great about this software is that the homeowner can visualize their new products (windows, siding, roofing and/or entry doors) with a click of a button! It’s completely interactive and homeowners love it! We are also able to secure funding such as 0% APR financing up t0 24 months via electronically so they are able to visualize the project and get the funding they need without us being in the home. Lastly, we follow up with phone calls and auto-emails with status updates during the production of thier project/s with us.
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 been an open essential business this whole time so nothing really changed for us. Our message is and continues to be- we are here for you. We will take all necessary measures to make sure your job is installed in a timely manner, safe for you and our staff during the install process.