Contract Exteriors

by Emily Blackburn
 Randy Hann

Murrells Inlet, SC
GQ All-time Recommend Rate: 96%
GQ 2021 Recommend Rate: 100%
Number of Jobs in 2021: 271
Type of Firm: Home improvement/Replacement
CEO: Randy Hann

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?:

Contract Exteriors utilized quite a few different software programs to help our customer’s experience when it comes to remodeling their homes.

We use Marlimar, a texting platform, which helps to engage the customer from the start. It can be triggered from our CRM to send text reminders and updates. We have found that many of our customers prefer texting as their means of communication, so this has been a great tool for communication.

We also use CompanyCam, a photo app for contractors, to help keep our homeowners in the loop on the progress of their project. The area Contract Exteriors services has several 2nd homes, and vacation properties, therefore our clients are not always on site while the work is being done. CompanyCam has been an invaluable tool for our team to document job progress and share this progress with our out-of-town homeowners.

Last, but certainly not least, we use Trello, an internal project management program. While our customers don’t engage with this platform, it is essential as an internal communication tool for our team. Which in the end helps keep our external communication with homeowners, as well as suppliers and crews, seamless.

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?:

Contract Exteriors, like all others in this industry, have seen prices increase greatly over the past couple of years. While we must cover these costs, we must also remain competitive in our respective markets. Our pricing is structured in such a way that is “all-inclusive” to what is required to complete the project. Homeowners of course have options, and may choose add on items, but we do not like to have several after-the-fact surprise costs to a homeowner if we can help it, and try to be as transparent as possible from the start. We do not tack on “surcharges”. Any increases are bundled into the project as a whole.

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?:

Contract Exteriors believes in being upfront with our clients from the start. We are in close communication with our manufacturers and suppliers and try to stay abreast of what products may have supply shortages, as to avoid any let downs with our clients. If it is unavoidable, we work very diligently to provide them with options that fit their style as well as budget. We have rendering software programs that can help customers visualize how the products and colors will look on their homes, which eases them into any changes that may be necessary. It does help that almost every other industry is experiencing these same problems, so homeowners are already familiar with supply shortages and discontinuations in other aspects of their daily life. Whether it is at the grocery store, or when purchasing new furniture and appliances, they have inevitably had to experience similar issues.

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