Gravina’s Window Center of Littleton
GQ All-time Recommend Rate: 96.13
GQ 2019 Recommend Rate: 95
Number of Jobs in 2019: 650
Type of Firm: Home improvement/Replacement
CEO: Jim Gravina
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 incorporated all CDC recommendations from a local level that we could. For job sites, we implemented smaller installation crews, more dust mitigation than normal, plastic zip walls where possible, sanitation of every workspace, touch-free invoicing, and drone inspections for final walkthroughs. For our showroom, we installed floor and wall signs stressing 6-foot distancing that was recommended by the State health department, post signage for employees on good hygiene, limited showroom visits in the first phase, encouraged remote working when possible for staff, and sanitized the office daily.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
We have a big screen set up in our conference room that is hooked up to laptops and tablets. We can interact with anyone anywhere for virtual demos. The conference room is in the front of our showroom so we can roll display in front of our cameras and have the sales reps demo them for a potential customer.
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 never backed down from being open as much as we could for our customers and staff. We felt it was essential to reassure them and the community that we were going to get through this. It was and still is fluid so website updates and social media were updated regularly. We also used our TV spots and radio endorsers to ensure people we were still going to be around when the dust settled. Because of the volume of projects we have going at any given time, we also had our marketing team send out emails, texts, and newsletters to all of our customers with any and all updates regarding delays due to the Covid-19 pandemic