Colorado Siding Repair

by Emily Blackburn
Josh Dembicki

Denver, Colo.
coloradosidingrepair.com
GQ All-time Recommend Rate: 98%
GQ 2021 Recommend Rate: 98%
Number of Jobs in 2021: 308
Type of Firm: Home improvement/Replacement
CEO: Josh Dembicki

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 are using software and technology to improve the customer experience and nearly every step of the way. One of the sexier ways we are doing this is with design renderings. Our design renderings are part of a cool design experience that we believe everyone should be able to have, regardless of home value or project size. Every customer is worthy of this design experience. We make it collaborative and fun, offering homeowners a way to participate in the process if they are interested in doing so. We use it to follow up with the homeowner and get them excited. We use it to grab their attention and provide ideas. We use it to clearly define the scope of the project work that we’ve agreed upon. We also focus on build systems and using them.

Our CRM has robust capabilities and we make heavy use of it. It allows us to project manage the entire customer journey, from Lead to Invoiced, and beyond. We also try to be intentional to think about the customer journey as being more than just what the customer sees and participates in. We take into consideration each step that leads to success and doing those steps every time. This includes things like using a technology to surveying every homeowner via text after the initial appointment, using GuildQuality to survey every customer after a project, and even sending surveys to lost leads to learn how we could improve next time. Technology allows us to better serve the homeowners in our area, whether they become customers or not, and by serving our population better we are improving their experience.

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?:

We are passing along our increased costs but we are doing so with accuracy and transparency, open communication, and compassionate understanding. We work hard to ensure every estimate is accurate down to the number of boxes of nails we’re using, and show those items and costs on every estimate.

Our customers appreciate the transparency, even when it means our prices are significantly higher than those of our competition. We also work to communicate openly with our customers throughout the estimating and buying cycle about the costs associated with their project and the factors that are contributing to cost increases. Sometimes our potential customers are coming back to more than a year after receiving an estimate from us, and are suddenly facing a 30% increase on the cost of the project. Those increases can be a tough pill to swallow! Our goal is to show compassion and understanding for the customer while also explain the importance of sticking to the increased costs. It’s a changing economy and if we are going to do the work with the level of quality the customer deserves, all costs and margins need to be accounted for.

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?:

When James Hardie Building Products discontinued production and distribution of HardieTrim in the West, we made an immediate pivot in our communication around that product. Rather than talking about the quality of the product, we shifted the conversation to the quality of the installation practices. We stopped selling a specific trim and started selling a series of Best Practices, namely, James Hardie’s Best Practices for installation. We still believed 100% in the discontinued James Hardie product we were using.

However, the shift allowed us more flexibility in being able to offer quality without speaking negatively about a product we couldn’t get, and without backtracking on our believe that the discontinued product was still superior to the one we were estimating and offering. In our experience, the product is important, but the workmanship is crucial. It is our systems and our commitment to effective communication with our customers that bind everything together and allow us to have these crucial conversations with ease.

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