Croton on Hudson, NY
GQ All-time Recommend Rate: 98%
GQ 2021 Recommend Rate: 98%
Number of Jobs in 2021: 927
Type of Firm: Home improvement/Replacement
CEO: Mark Franzoso
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?:
Adopting iPads and computers for presentation and pricing; utilizing third party apps to better strengthen the relationship with our prospect by customizing each project for that one homeowner. Incorporating visualizers to aid with design, product selection and in some cases speeding the buying decision.
Using aerial measuring tools (EagleView) to improve accuracy and engage the customer, increasing transparency and building trust. Constant upgrades to our website to provide most relevant info without bogging users down in too much detail. Having sales and field personnel connected to the company through our CRM mobile app.
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?:
The most effective ways we have found to pass price increases through to the customer is to be completely upfront and transparent as it’s happening, not later. It gives the customer a deadline and can push the close sooner, helping us and the customer.
It shows we have the customer’s best interests in mind, and we become de-facto partners with them by confirming we are working for them to bring their home improvement project to completion. We have to work harder to find alternative products or scopes of work that may better fit their budget.
This helps gain trust and in most cases gives the customer confidence that we are going to provide them the most cost-effective options without compromising quality. We have to work harder but that translates through to less fall off in sales and even better word of mouth reviews and referrals.
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?:
This is mostly covered in the last question. However, there are circumstances when the customer’s frustrations just prevent them from believing ‘the salesperson’ or the owner.
We have fantastic relationships with our suppliers and the manufacturer’s reps. When necessary, they have assisted by a phone call or email to confirm the supply problems, delays or suspended styles. It gives them a chance to keep to avoid losing the order to another manufacturer.