Jackson Design and Remodeling

by Emily Blackburn

CEO Todd Jackson

San Diego, CA
GQ All-time Recommend Rate: 98
GQ 2019 Recommend Rate: 98
Number of Jobs in 2019: 49
Type of Firm: Design/Build|Full-service Remodeler
CEO: Todd Jackson

The COVID-19 pandemic changed homeowner interactions. What measures do you use to signal an extra level of care when working in or around a client’s home?

The day after the stay at home mandate was announced we immediately responded by creating a new health survey for any project we continue to work on. The online health survey requires each person on a jobsite – clients, trade partners, and JDR team members – to respond daily to a series of health check questions. If there is any question about a person’s health on the jobsite then no work continues. If a quarantine has been broken, we place the project on a 14 day pause. We’ve found that our clients and trade partners really appreciate this tool and our quick response. The daily health survey gives everyone peace of mind.

Some of our new health & safety guidelines go beyond what the CDC or San Diego County is requiring because we want to lead the industry in establishing healthy protocols. While we have always had stringent safety and health requirements for our jobsites, we have added even more. We increased cleaning and sanitation precautions and created new rules about limiting the number of people on a jobsite. We also have multiple safety measures in place at headquarters, including completing a daily health survey, mandatory daily temperature taking, mandatory mask wearing and 6 foot social distancing, along with stringent hygiene guidelines.

Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?

Anticipating significant changes to our workflow, by the day before the mandate went into effect we had already established an internal communication system, “”JDR2020,”” to assure we could all stay in consistent communication regardless of location. We gathered each and every one of our employee and field staff’s contact information and set up a core group to communicate fluidly and transparently. This communication includes essential updates about local, state, and federal policies, information about JDR’s ongoing response, and also more personal communication about how to keep our bodies and minds healthy during this ongoing crisis, such as guidelines about how to stretch for mobility and stability. This internal communication structure was a critical first step to assure our communication with clients is both timely and accurate.

We’re now communicating with each other and our clients over the phone, on FaceTime, in Zoom meetings, and via texts and other instant messaging services. We quickly adapted to changing circumstances with virtual consultations and presentations. We’re training clients to participate in this climate by giving us a video “”walk around”” tour of their homes and even doing measurements, with expert tips from our production staff. We’re currently developing a video library that will include educational and inspirational content. We also invested in a new presentation software with enhanced interactivity that makes it easier for clients to visualize their projects virtually.

What was your message to clients with projects in progress in order to keep them happy and satisfied during the uncertainty of the stay-at-home period?

Our team immediately reached out to each client with an active project personally and discussed the right way forward based on changing circumstances. We immediately made virtual consultations and presentations available and announced them via our marketing, social media and website. One of the first ways we adapted to provide exceptional service in response to the economic climate was to research new financing options for our clients. Through our partnership with a bank, clients can borrow up to $75,000 for a determined period and if the loan is paid off within that period, there is no interest. (If the loan is extended, the interest is due from day one.) Jackson Design and Remodeling is absorbing the first 2% of the merchant fee for clients who decide to take advantage of this loan. We’re looking at all the ways we can help our clients navigate through a challenging time.

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