Hurst Design Build Remodel

by Emily Blackburn
Pat Hurst
Dan Hurst

Westlake, Ohio
GQ All-time Recommend Rate: 98%
GQ 2021 Recommend Rate: 95%
Number of Jobs in 2021: 53
Type of Firm: Design/Build
CEO: Pat Hurst, Dan Hurst

Business technology and business software are offering new ways for remodelers and home improvement professionals to improve client experience and customer satisfaction. In what ways are you using software or technology to improve client experience?:

We are always finding ways to utilize technology to make our client experience the best it can be. From the latest design software to our new estimating software we are always improving processes and efficiency through technology. We also utilize the Builder Trend platform to streamline project management and communicate with clients and employees every step of the way. This technology helps us track detailed production schedules, selections, and daily photography and updates. We also use the Builder Trend integration with Quick Books to keep project accounting as transparent and simple as possible.

Rising costs for labor and building materials along with higher inflation on everything else is forcing remodelers and home pros to raise prices dramatically. Tell us about the most effective ways you are passing along these rising prices to your clients?:

We are very upfront with clients about the rising material costs and the rates at which things are changing. When we estimate projects we are clear that prices represent current costs and may change. We encourage client’s to make decisions early in the process and get materials ordered as soon as possible. Because of all the uncertainty in the market we will ask for escalation clauses in future contracts.

Supply shortages have required you to ask clients to go back and pick another finish or building material. What are your tips for handing these product trade-off conversations?:

We set expectations early on in a project that supply shortages may cause challenges along the way. We order materials as early as possible in the process, but we make sure clients know that changes and delays are possible, even probable, these days. When a supply challenge occurs we make sure to have a lot of alternative selections available to present as options to keep the project moving along as smoothly as possible. We also utilize our warehouse space to keep some materials on hand so we are not subject to the uncertainty of future costs.

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