GQ All-time Recommend Rate: 100
GQ 2019 Recommend Rate: 100
Number of Jobs in 2019: 35
Type of Firm: Design/Build
CEO: Eric Anderson
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 gone the extra mile in keeping our team and clients safe during this pandemic. Besides the masks, wipes, etc., we built a hand washing station and set it up outside each job, instructing our guys to wash their hand before entering the home each day, periodically throughout the day, and before the left the job in the evening. We also went to great lengths to erect plastic barriers around the work site within the home and used a blower to direct air within the work space out of a window in the work space.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
When COVID-19 showed up, we immediately began modifying our processes so that we could meet our clients’ needs and still maintain safety. We began using virtual meetings to replace some of the in-person meetings at our Design Studio. We also began offering virtual seminars so that potential clients could be educated about kitchen and bathroom remodeling from the comfort and safety of their homes. We also modified our website to inform our clients of the virtual meeting options that could keep their remodeling plans moving forward so that we could begin construction once restrictions were relaxed.
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?
First, we asked them whether they felt comfortable with us continuing their project with extra precautions. We put their needs first and gave them the option of continuing the work or hitting the “”pause”” button. Next, we specified the measures we would take on the job to keep them and our team safe. Finally, we demonstrated to them that we were taking the situation seriously by actually quarantining a Lead Carpenter who had been potentially exposed to the virus. All of this together left our clients very confident and satisfied, and we were able to continue work uninterrupted.