Colorado Siding Repair
GQ All-time Recommend Rate: 98%
GQ 2020 Recommend Rate: 98%
Number of Jobs in 2020: 68
Type of Firm: Home improvement/Replacement
CEO: Josh Dembicki
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?
Open, honest, transparent communication is critical to our customers’ satisfaction and to our success. We build our customers’ projects with them, collaboratively, and communicate openly about fluctuating material prices. We offer them the opportunity to lock in their pricing, and then we move quickly to get the materials ordered, which allows us to lock in our prices. We stay in touch with our suppliers weekly to keep up with fluctuating prices, and we keep our system updated to reflect those price changes. We prepare our customers to know what the climate of the building industry is like right now. And then, when prices do change and materials get delayed, we communicate with our customers. We ask them if they want to change to a different product if their windows get delayed by 16 weeks. Above all, we treat our customers with courtesy and respect and we work hard to stay on top of our planning and communication.
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?
We decline a lot of work! In fact, we refer out upwards of 1500 leads per year to trusted partners who we know will treat them well. We typically tell people that we are not be able to handle their project with our current staff and workload, but that we have someone we trust who can. We then ask if they would like that company’s contact information. We do a lot to maintain the relationships with those partner companies and we try to impart on them how important it is to us that they honor the agreement by doing great work. We don’t charge them for the referral, we just ask them to be excellent.
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?
Process improvement. We build and design excellent processes for every aspect of the business, and we frequently review them. We also ask customers how they feel we are doing. We ask honestly if they can give us any advice on how they think we could improve our processes. Practically, those steps have amounted to new checks to ensure material and labor orders are accurate and true the project as designed, virtual meetings with customers to make sure everything is accurate and expectations are set as we do the handoff from sales to production, an added employee to run around from job to job ensuring projects stay on track. Above all of that, we have increased our pool of installers by being the company that everyone in town wants to work for—we pay the best, communicate well with our installers, treat them well, create an environment where they feel valued and respected.