Homescapes of New England

by Emily Blackburn

Lynette Rogers

Nottingham, Hew Hampshire
GQ All-time Recommend Rate: 99%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 50
Type of Firm: Full-service Remodeler
CEO: Lynette Rogers

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?

We believe that communication is key.

Once a project is sold, we communicate with the customer via email and phone throughout the buying process. We update the customer on timelines; estimated job start date, etc.

It is also clearly stated on all our initial materials that the timelines are dependent on the arrival of the materials. We also let them know if they have any questions to please call the sales rep. They get back to them in a few hours at the latest.

1 month pre-construction: We meet with the customer, letting them know what will be happening once the materials arrive. Letting them know if they need to clear areas around the home or garage, etc.

1 week out: We connect with the customer to remind them of any items that still need to be done. Also, at that time we let them know if we are waiting on any final materials or if there is a delay.

Day before: We call the day before to insure the customer that our crews will be arriving and at what time to expect them to start.

We have found that this high-touch customer service keeps the customers happy as they feel that they are in the know in terms of our schedule and timelines.

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 refer work to trusted colleagues that we know carry the same level of customer service and professionalism we would expect for someone working on our own homes.

As an example; we do not provide roofing services, but would refer out to someone we trust to do the best job. We also assist in coordinating with our own work schedules to ensure that the job is done well and in a timely manner for the customer.

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?

We have added additional staff and rely on our partners and sub-contractors to communicate with us.

We have also cross-trained our existing staff to handle other tasks. For example; our sales team not only provides some customer service, but also delivers materials for the crews allowing them time to interact with the customer directly, if needed.

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