Murrells Inlet, SC
GQ All-time Recommend Rate: 95.63
GQ 2019 Recommend Rate: 93.55
Number of Jobs in 2019: 341
Type of Firm: Home improvement/Replacement
CEO: Randy Hann
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?
For Contract Exteriors, the safety and well being of our homeowners, as well as our employees, is of utmost importance to us. Upon receipt of initial inquiry, we are notifying our potential customers of our safety precautions, including safeguards and proper distancing. Fortunately, for our business as an exterior remodeler, our Remodeling Consultants and Production Teams have been able to maintain a safe distance at all times when on site with our homeowners. We are always respectful of their preferences, and have scheduled remote meetings when possible as well.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
Just like any industry during this unprecedented time, the home improvement industry was forced to adapt and adjust their business structure to meet the needs of homeowners. Fortunately for Contract Exteriors, we were already in the process of utilizing technology platforms that aided in our remote communication with our homeowners. Now was our opportunity to build upon that.
For example, our Remodeling Consultants utilized rendering, proposal software, and screen share via Google Hangouts or Zoom to present to our prospective clients. Also, using CompanyCam, our Production Team was able to share with our clients via text or email, web links of the photos and reports of in-progress projects so that even if they couldn’t meet in person, everyone was on the same page and it provided peace of mind.
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?
When this all began there was much uncertainty regarding the immediate future of our industry in general. Fortunately, South Carolina considered construction as an essential service, however, that did not necessarily mean business as usual. Our first course of action was to send a notice to all of our current customers to update them as much as possible.
We assured them that they were a top priority to us, and that Contract Exteriors was committed to providing them with the level of service and professionalism our homeowners have come to expect. We let them know that we were taking all necessary precautions for their health and safety, as well as the health and safety of our employees. Finally, we provided a few “Frequently Asked Questions” as well as our direct line for immediate assistance, to help put their minds at ease and to assure them that we were in this together.