Infinity from Marvin by North Georgia Replacement Windows
GQ All-time Recommend Rate: 98%
GQ 2020 Recommend Rate: 98%
Number of Jobs in 2020: 558
Type of Firm: Other: Window and door replacement company
CEO: Ted Kirk, Jonathan Collum
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 it all comes down to expectations. When a customer is expecting something different than what they receive, that’s when problems arise. The area of lead times is no different. This year, we have implemented concrete steps to improve communication and transparency between us and our customers. We are open and honest from the beginning, letting people know on the front end about lead times. In addition, we have set up a series of automated emails and text messages through our CRM that keep our customers in the loop throughout their entire project. Although we can’t control the lead times, we can control how we communicate and keep our customers informed, and this helps ensure their expectations are met.
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?
Thankfully, we have not had to turn down projects that are in our scope of work. Obviously, if someone calls in requesting something outside of the products and services we offer, we let them know. Due to increases in efficiency and improved processes, we have been able to continue providing solutions to customers’ window and door replacement projects.
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?
It is our mission to do what is right – always. This mindset is instilled in our entire team, and so, regardless of the workload, this is in the forefront of our mind as we help our customers. We have implemented new processes, specifically within our production department, that have made our work more efficient. Although it is our goal to add several more employees in the near future, a more efficient team operating under a common goal has created a better environment, both internally for our team and externally in our customers’ experiences.