Exterior Source

by Emily Blackburn

Rod Renfrow

Chesapeake, VA

GQ All-time Recommend Rate: 98%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 2,127
Type of Firm: Full-service Remodeler
CEO: Rod Renfrow

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?

We are calling all suppliers, not just our normal suppliers to find product when needed and we’re keeping our customers very well informed. We’ve even had to go out of our main area to source product.

Often, we have to give customers options as what they have selected may be 10 weeks out, so we offer options of other colors or materials that we can get for them faster. We’ve found that customers are very appreciative of the options.

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 are able to handle all of our product installations currently. The only time that we would not be able to service a request is if it’s a product we don’t offer, or an installation that goes beyond our scope of work. We always let a customer know what we specialize in, so they are aware of our services.

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 are having our installers work on Saturday’s and we are often doubling up our crews.

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