GQ All-time Recommend Rate: 93.85
GQ 2019 Recommend Rate: 94.92
Number of Jobs in 2019: 127
Type of Firm: Full-service Remodeler
CEO: Gary Demos
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?
We have taken several measures to ensure the safety and wellbeing of our employees, our clients, and our community as we navigate the ever-changing mandates and establish our “new normal”. At all of our entrances to our showroom we have a table set up with hand sanitizer, masks in individual zip lock bags (for anyone who doesn’t have one), and thermometers. We have limited our clients in the showroom to 1 at a time. On job sites, the work area is quarantined off from the rest of the house.
We have always done this, however, now we take things further with this protection (i.e. double layered doorways, etc.). We have no more than 2 workers on a job site at a time. We have each of our clients sign an affidavit that they agree to maintain social distancing with our employees and that they will not enter the work area while our team is present. Additionally we have limited the sharing of tools and trips to the hardware store to as little as possible.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
We are fully capable of running all virtual meetings now. We have created virtual presentations using Prezi that can be used in zoom meetings as well as sent as attachments or links. We use these virtual presentations for initial consultations about potential work, for retained clients to present their floor plans and renderings to, contract agreements, and selection meetings to finalize design materials.
Our contracts, change orders, and other paper work have all been adapted to be signed digitally as well.
On our website we added a “COVID-19 Updates” page that clearly spells out all of the new procedures and protocols we have put in place and answered a lot of the frequently asked questions. The affidavit we have our clients sign is linked in these protocols as well, making it quick, easy, and contactless to get the affidavit submitted. We also had a virtual tour done of our showroom so consumers can walk through our showroom on our website from the comfort of their own home.
Another fun thing we did was turn a few of our floorpans into coloring pages and posted them online for people to print off for their kids at home. We include these coloring pages in the packet we mail to clients prior to their scheduled virtual consultations, along with our brochure, business cards, graph paper and helpful tips and tools to get them started on their potential project.
Additionally, we have provided each of our Project Managers with personal iPads to be easily accessible (virtually) from anywhere. Many inspections are also being done via FaceTime and Zoom.
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?
Our message to our clients was simple, that we were/are dedicated to keeping our employees, our clients, and our community safe. We emailed out our new protocols and procedures and made personal phone calls to each client to talk through their comfort level of us continuing to work in their home. We left the decision to continue working in a clients home up to the client and whatever they were comfortable with. We supported them in any way we could and reminded them that one of the reasons they chose our company was because of their trust in us. We made it clear that these new protocols are more than just new procedures, they are our promise to our employees, clients, and community to do our part to flatten the curve and keep our society safe through the course of this pandemic.
As remodelers, adapting is in the nature of what we do, and we were able to do that swiftly and seamlessly. As a thank you to the clients that did allow us to continue working we delivered custom curated gift baskets to each of them. The gift baskets were packed with products from all local, small businesses, and included things like, hand soaps, honeys, syrups, jams, wood coasters, and a handwritten thank you note.