Harwick Homes Building Group LLC
Bonita Springs, FL
GQ All-time Recommend Rate: 100%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 71
Type of Firm: Full-service Remodeler, Other: New Construction of Luxury Homes
CEO: Christopher Shane Klepko
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?
Regular contact and open communication with our clients. We issue a weekly job progress report that identifies lead time concerns along with having an outline of future material orders that may negatively affect job schedule. When possible, we also actively present product options with shorter lead times.
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 always focus on three key phrases when meeting with potential clients … What are we doing (Scope), how long will it take (Schedule) and what will it cost (Proposal Amount). Currently, we track our current work load to understand our ability to manage future work load. We spend more time focused on the Schedule of potential projects. If the anticipated schedule is not in alignment with our work load we provide them with a future date to begin the work.
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?
Consistent work flow review and work load discussions are critically important to provide support and to create adjustments to ensure a quality experience.