Glen Borkowski
Orland Park, Ill.
www.dreammakerorlandpark.com
GQ All-time Recommend Rate: 100%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 16
Type of Firm: Design/Build
CEO: Glen Borkowski
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?
The first thing we do is have a very frank discussion during their first conversation with us to ask if they have a rigid timeline as to when their project must be completed. We discuss whether that timeline is reasonable and whether or not we would be able to accommodate them. We explain to them that pricing on certain materials has risen, in some cases significantly, over the last year.
We explain that the timeframe of availability for their project is increasing steadily. We also discuss with them what a current appropriate budget range might be for their type of project. We feel that this open and honest approach is best in order to help set realistic expectations for our prospective clients. One of the ways we are ensuring that their remodeling experience is a pleasant one is by ordering every product we will need to complete their project immediately upon signing an agreement with us, (and yes, we are now paying for and inventory-ing these materials much sooner than in the past, pre-COVID) and insisting that we will not begin their project until every item is in our possession.
We can then guarantee them that they will not experience any additional price increases that may occur during the wait time for their project to begin. This also ensures them that their project will progress smoothly from start to completion without any unnecessary delays.
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?
We have found that an honest and forthright approach works best. Based on the feedback that we receive, our approach is greatly appreciated. We explain to prospects in those situations that we are not the best fit for what they are trying to accomplish. Because of this, we can’t be fair to both parties. A good remodeling experience is supposed to be a win-win scenario and if we feel we can’t make that happen, we respectfully decline their invitation. After asking for their permission, we will recommend another company that is more appropriate.
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 have found that an honest and forthright approach works best. Based on the feedback that we receive, our approach is greatly appreciated. We explain to prospects in those situations that we are not the best fit for what they are trying to accomplish. Because of this, we can’t be fair to both parties. A good remodeling experience is supposed to be a win-win scenario and if we feel we can’t make that happen, we respectfully decline their invitation. After asking for their permission, we will recommend another company that is more appropriate.