Croton on Hudson, NY
GQ All-time Recommend Rate: 97.92
GQ 2019 Recommend Rate: 96.89
Number of Jobs in 2019: 402
Type of Firm: Home improvement/Replacement
CEO: Mark Franzoso
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?
Office was closed per governor’s order but forwarded calls to our call center admin staff who reiterated all safety measures and confirmed with homeowner’s their level of health. All work except our repair/service crews were stopped from working. Repair crews equipped with full PPE as needed and maintained a no-contact policy while at customers’ homes. Communicated/posted via social media, website, emails and call center; we are open for business and taking all precautionary measures to protect employees and our customers offering no contact measure calls, appointments with proper protection and social distancing while still offering samples to view, or full virtual sales appointments and estimates using current technology for roof, siding, window, trim estimating (Eagleview / Hover).
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
Used Zoom, FaceTime and virtual measuring systems like Eagleview and Hover to provide accurate, no-contact estimates and keep meetings and appointments as personal as possible. People by from people, learn and understand by hearing, feeling and seeing so it was important to keep as much face to face as possible.
Our post installation program with g4 adapted our communications to include facts and information about working and living during shut down quarantine.
Calls were forwarded to multiple cell phones of admins working remotely. We were able to use the mobile carrier’s system to forward calls when one cell was busy involving as many as 5 admins so no calls went unanswered.
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?
We finished all jobs in progress before governor shut down all installations except emergency/repairs.
We maintained a strong level of communication with new customers waiting to start via email and phones. We lobbied town and city officials for approval to do roof replacements most in need, tarped or potential for leaking. Called customers to update them on our efforts and success or detailed explanation why not if shut down. (not a lot of technology in that last part but good communication!)