Criner Remodeling

by Emily Blackburn

Newport News, Va.
GQ All-time Recommend Rate: 98%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 5
Type of Firm: Design/Build
CEO: Paul Criner

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?

For our customers we are being very upfront about the schedule and product delays. We speak once per week , and update them accordingly. When it comes to the pricing increase we are buying everything that we can as soon as we can to lock in pricing. We have even created a miscellaneous lumber supply in our warehouse to mitigate lumber price fluctuations.

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 simply state that we have such a significant backlog that we can not take on new work at this time, but if they are willing to wait, we can reach out to them in two months, three months, whatever it needs to be at this time. The goal is still to get the work, but move it down the calendar a little more.

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?

For our team we are doing a lot more cross training, so people can fill in as needed depending on work load. We have also been doing some social activities to help people blow off some steam.

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