Dale Koontz – Builder, Inc.
GQ All-time Recommend Rate: 99%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 47
Type of Firm: Design/Build, Full-service Remodeler, Home improvement/Replacement
CEO: Tim Koontz, Scott Koontz
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?
You have to keep people informed. Being intentional about sharing the current timelines and the delays as they happen are the absolute minimum. We also are waiting to start some jobs until all materials are on hand to ensure the disruption to the customer world is minimized during the project.
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?
The customer’s desired timeline is discussed as part of our initial conversation. If our timeline is extended beyond their initial expectations, the conversation turns to the time needed to develop final plans, finalize selections, and order and receive materials. More often than not, especially on larger projects, the time needed for these details matches up with our production schedule. If not, we thank the customer for their inquiry and invite them to reach out to us in the future.
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?
We are emphasizing communication, using Co-Construct to keep everyone on the same page. We are matching our schedule to our manpower, even if it means pushing jobs out farther than normal on our schedule. We are paying attention to our customers and listening to their Covid related concerns – so we can meet them where they are regarding safety, while protecting our team.