Fredericksburg, Va.
hivexbasements.com
GQ All-time Recommend Rate: 95%
GQ 2022 Recommend Rate: 100%
Number of Jobs in 2022: 105
Type of Firm: Other: Specialty Remodeler – Basement Finishing
CEO: Lena McNally, Chris McNally
QR: Your team was able to achieve high rates of customer satisfaction during the pandemic, a time of greater scrutiny because clients were at home more. There were also supply-chain delays. What measures did your firm take to maintain client satisfaction?
As a remodeling company that specializes in basement finishing our construction places us under the same roof as our “work from home” clients. We have found that transparency of expectations is key. We provide presentation materials during the initial quote meeting and again at the time of the contract signing which includes a visual chart outlining all phases of the project. We share in detail timeframes they can expect more than average noise, such as jack hammering, or county inspectors arriving at their front door among other potential interruptions. Once their project begins, they are sent weekly emails letting them know what phases will be happening so they’re able to plan accordingly. When it comes to supply-chain delays, we have been able to keep vendor relations close and try to stay in the know on upcoming delays, which allows us to adjust vendors for product orders when necessary.
Additionally, we have expanded our warehouse storage in the last year to accommodate bulk material storage allowing us to be able to order items we use for each project in bulk and store at our office/warehouse location. When it comes to client provided fixtures such as bar cabinets or appliances, we encourage them to place orders as soon as we provide specifications. We give them a very clear picture of what ordering custom items vs. in stock items could potentially do for their project timeline – but happily give them the option so they get the fixtures they want for their custom basement project. Between excellent communication and transparency, we are often exceeding our clients’ expectations and meeting our goal of client satisfaction!
QR: Firms with happier employees have higher levels of customer satisfaction. What are the top ways you are able to keep your employees happy and satisfied?
As a family owned and operated business we have a set of core values; one of which is “People Are a Priority”. This value encourages respect, gratitude, open communication, growth and acknowledging potential in individuals. We have a very high employee retention rate; due to that we can confidently say that we have satisfied and happy employees. We know that team comradery is essential and affects overall quality of workmanship on our job sites. Something we have done to keep constant communication, and in turn, employee satisfaction is to bring our entire team together every Friday in our employee center to start their day.
This is an opportunity for open conversations, field staff meetings/safety meetings, and a time for individuals to share updates on projects. All of this keeps a healthy rapport within our team and overflows to their customer service. Another thing we do to keep our team happy beyond internal team building is planning 2-3 events annually based on bringing our entire “staff family” together. HIVEX extends invites to these outings beyond our employees by including their families and loved ones. These events have included things like trips to ball games, family picnics with all sorts of activities, and annual holiday parties. These occasions bring everyone together to spend quality time in a setting not focused on the job but on just having general fun together.
QR: “Purpose driven” companies, those that exist to effect change or take action on something bigger than their products or services, attract a younger, higher skilled employees who tend to be more engaged workers. Some firms connect their “purpose” to a written mission statement. Do you operate a purpose-driven organization? And in what ways does your firm extend itself to outside causes.
HIVEX Basement Finishing Co. fully operates from a purpose-driven focus for our business while additionally acknowledging that all individuals thrive when pursuing purpose. As a company focusing on transforming dark, boring, unfinished basements into beautiful living spaces we have a mission statement to “turn potential into reality”. We accomplish this by practicing excellent customer service and providing superior workmanship; but to be successful we need a team of people that feel that their part in this matters. HIVEX stewards our team in areas we see potential and provides financial support towards continued education and training. We keep our team motivated, do our best to remove unnecessary stressors and always look for ways to innovate for efficiency. By operating this way, we’ve seen the outcome in our happy and satisfied customers, our hardworking team, and the trust we have built with both.