Indian Trail, NC
GQ All-time Recommend Rate: 99%
GQ 2021 Recommend Rate: 100%
Number of Jobs in 2021: 15
Type of Firm: Design/Build
CEO: Mike DiFabion
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?:
We have implemented BuilderTrend to not only improve the efficiency of production management of each project, but to include the overall client experience. Buildertrend allows us to document all client selections, while keeping track of lead times and deliveries, which is an absolute must in today’s supply chain environment. We also keep client communications and messaging within the platform to keep track of each conversation and/or decision the client makes. This limits the extraneous conversations outside of Buildertrend we would have to track for verification in the case of a dispute. Finally, being able to give client updates through daily logs and management of the overall schedule minimizes unnecessary phone calls and emails.
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?:
We maintain an open line of communication with the client on any and all price fluctuations throughout the design process. Once an agreement has been signed to proceed with the work, we include a 5% escalation clause on certain materials over and above the estimated price, but also credited back to the client in the event of a decrease in price. Clients appreciate this and feel that it is a reasonable solution to the volatility in our industry.
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?:
We try to offer the client several options on the front end to choose their favorite finish, with a contingency selection waiting in the wings. In the event we need to change course, we have options at our disposal and can pivot accordingly.