Jancon Exteriors LLC

by Emily Blackburn

Carl Swahn

Franklin, Mass.
GQ All-time Recommend Rate: 100%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 124
Type of Firm: Home improvement/Replacement, Other: Exterior Remodeler
CEO: Carl Swahn

1. Demand for snervices 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 communicate the issues with our customers when they sign the contract with us. We let our customers know that materials have been particularly slow to get which has been causing delays in production We have found that being honest and upfront with the customer from the start, helps to manage their expectations. We inform our customers of the the process and next steps including when they can expect to hear from us. We will also keep them up to date and informed of any changes. The best thing to do in this climate is to be open and honest and to communicate with customers so they know what is happening.

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?

If we are unable to handle a clients job we would simply let them know that we cannot and the reason. We believe that honestly and transparency is the best way. Some of the previous responses we have had to give customers in the past are that the job is not the type of work we specialize in or our lead times are to long and we are unable to take on any additional work at the time. There have been unique situations when we have had to refuse additional work that we had previously done. We have had to refuse smaller jobs or jobs that are a certain distance away because of our lead times.

In this case we are being more selective because of our our desire to continue to provide our customers a high level of service. In the end, we are in business to make a profit and we are always reevaluating to make sure that we are able to offer the highest level of customer satisfaction while being efficient and cost effective at the same time. This includes analyzing which jobs to take and which jobs dont make sense or are not the best fit for us.

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 hired a Production Manager to oversee the Project Managers ( foreman). This has helped tremendously as it has freed up a lot of the project managers time to focus on production. The new Production Manager has taken on many of the previous responsibilities of the Project Managers. Some of those tasks include ordering materials and managing material deliveries, having Potties and Dumpsters delivered and removed, making sure that the teams have everything they need for the job.

The Productions manager has also taken on the role of communicating with homeowners on issues relating to the job and keeping them informed. He will do final walk throughs on jobs and pre construction meetings. He has even worked on jobs with our teams to help meet a deadline. The Production manager has been an invaluable addition to our team and has allowed our Project Managers to focus on getting the job done in a timely manner and at the same level of workmanship that our customers are accustomed to.

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