GQ All-time Recommend Rate: 99%n
GQ 2021 Recommend Rate: 100%
Number of Jobs in 2021: 52
Type of Firm: Full-service Remodeler
CEO: Peter Dimon
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?:
Visualizing the “final look” is definitely our customers’ biggest challenge. We find that 3D-modeling software bridges the gap between what a customer has in mind, and the products selected to produce the desired outcome.
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?:
Since we’re selling jobs a year in advance, and there’s no telling what costs will be like then, we have adapted our contract to pass along rising costs. The initial commitment is signed with a ballpark estimate based on current pricing. Over the course of the months to follow, the project is planned in full and actual product selected. When the project is within a few months of its start, it is then re-quoted based on real costs, and a lump sum contract signed. The customers are aware that the lump sum contract may be higher in price, compared to the original commitment.
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 have been extremely fortunate to not have to deal with these situations. Orders are placed in advance when the client makes their selection to ensure product availability, compared to the project’s start. Product is then stored until project start. Customers are aware that sometimes products selected with long lead times will delay the start of their project. Typically, customers don’t compromise of the product selected, but only on time. In the end, a customer may wait a year for their product to arrive, but it is the product they have to will live with for many years to come.