Murrells Inlet, S.C.
GQ All-time Recommend Rate: 96%
GQ 2022 Recommend Rate: 100%
Number of Jobs in 2022: 290
Type of Firm: Home improvement/Replacement
CEO: Randy Hann
QR: Your team was able to achieve high rates of customer satisfaction during the pandemic, a time of greater scrutiny because clients were at home more. There were also supply-chain delays. What measures did your firm take to maintain client satisfaction?
During the COVID pandemic, we saw more delays in material shipments than we had ever faced. Things that we could previously get guaranteed in 3 weeks time, were taking several months. In order to overcome these delays, we had to completely change our production process. Instead of giving our clients project start dates, we gave them estimated start windows based on material arrivals. Once every piece that was needed for that project was physically in the city, we would then schedule their start date. This created some obstacles for sales, especially at first. However, when we explained the reasoning behind the changes, that we did not want their home sitting open and exposed to the elements which could cause water damage, and that we didn’t want their project to drag on once it was started, they became more understanding. Also, during this extended wait time for starts, we had the office communicating with the clients every 2 weeks on the status of their projects. It was all about setting the correct expectations and communicating.
QR: Firms with happier employees have higher levels of customer satisfaction. What are the top ways you are able to keep your employees happy and satisfied?
Yes, I would say that our employee base is very satisfied. Every quarter, I survey each one of our employees with an Employee Satisfaction Survey (eNPS) from our HRIS platform Bamboo HR. It measures positives and negative survey responses. Some of the qualities that are frequently cited are, other people at work, atmosphere (feeling), culture and leadership. They feel that they are valued, supported and that the company is invested in them as a person who can grow with the company. Focusing on the people and the culture has helped us focus on satisfied employees.
QR: “Purpose driven” companies, those that exist to effect change or take action on something bigger than their products or services, attract a younger, higher skilled employees who tend to be more engaged workers. Some firms connect their “purpose” to a written mission statement. Do you operate a purpose-driven organization? And in what ways does your firm extend itself to outside causes.
Yes. We believe that to be a purpose driven organization makes it much easier to accomplish just about anything, including attracting great talent. Our mission statement is as follows:
At Contract Exteriors, our mission is to maintain the highest levels of professionalism, integrity and fairness in our relationships with our customers.
We are committed to having each customer enjoy the construction process by our attention to detail, quality of construction and communication level.
Our goal is that every customer is extremely satisfied with the level of service that Contract Exteriors provides. In addition to this, our six core values are Family-Honesty-Integrity-Professionalism-Communication-Accountability. Having a clear mission and core values does help with recruiting, hiring and overall focus within the company.