by Emily Blackburn

CEO Donnie McMillan Jr.

Hillsboro, Oregon
GQ All-time Recommend Rate: 94.93
GQ 2019 Recommend Rate: 96.45
Number of Jobs in 2019: 9062
Type of Firm: Home improvement/Replacement
CEO: Donnie McMillan Jr.

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?

After the initial scare, we went more toward, “Hey, we’re going to practice social distancing.” We came up with our formula for our sales representatives. They’re all in masks, and they’re required to be six feet away. We bought them all foldable tables that are exactly six feet long for their cars, and we tell the customer that we’ll do one of two things: We’ll sit outside, or we’ll be on your porch and talk to you through your window to make sure that we distance.

Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?

The virtual appointments that we do have, [customers] like being able to take that 3D model and play around with it before somebody gets there. I think this cycle is going to change the consumer dramatically. The [virtual appointments] that we do, people love them. I believe we’re headed that direction and this is going to cause faster growth in that segment.

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?

Constant communication. Every morning, we have an hour meeting that goes for all of our branches and our executives. [This includes] the COVID updates of the day, which as you can imagine is quite a moving part. We like to make sure that everybody has all the information.

Our first priority when this started was [to create] a “Keep Everyone Safe” initiative. One of the things we ask every single morning is, “What are we doing that’s safe?” Our people are required to wear masks, and everybody is social-distancing. Our company takes this seriously to make sure that everyone is safe.

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