Degnan Design-Build-Remodel

by Emily Blackburn
Abe Degnan

DeForest, Wis.
GQ All-time Recommend Rate: 97%
GQ 2021 Recommend Rate: 94%
Number of Jobs in 2021: 17
Type of Firm: Design/Build
CEO: Abe Degnan

Business technology and business software are offering new ways for remodelers and home improvement professionals to improve client experience and customer satisfaction. In what ways are you using software or technology to improve client experience?:

CoConstruct remains a very important tool in creating a good client experience through communication and scheduling. However one of the most important tools that sets the stage for communication and client experience is Acuity Scheduling by Squarespace.

We have set up the ability for a prospective client to set up a first meeting with our team, as well as other types of subsequent meetings. We have pages on our website dedicated to these different meeting types, and we have reminder scripts set up to create a positive, proactive client experience. We tell them what to expect and encourage them to see some specific pages on our website. It cross references our calendars to find the meeting times that work, and it even sets up the Google Meet video link or the in-person address, automatically.

Rising costs for labor and building materials along with higher inflation on everything else is forcing remodelers and home pros to raise prices dramatically. Tell us about the most effective ways you are passing along these rising prices to your clients?:

Through the sales process! Having invested significant time and money into Sandler Sales Training, we communicate and build trust in the very first meeting so that we can have a conversation about money. We ask them what they’re expecting, and ask for their reaction to the ballpark that we share with them. We get TONS of information that guides them whether to select us, and helps us to weed out those who need to be weeded out, ASAP.

Supply shortages have required you to ask clients to go back and pick another finish or building material. What are your tips for handing these product trade-off conversations?:

Be proactive. Let people know that it could happen, and when it does happen, don’t delay. Address it, and try to keep the job on schedule. Help them with some great alternatives that will meet their goals.

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