JMC Home Improvement Specialists

by Emily Blackburn

John MacDougall

Parsippany-Troy Hills, N.J.
GQ All-time Recommend Rate: 97%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 42
Type of Firm: Design/Build, Full-service Remodeler, Home improvement/Replacement
CEO: John MacDougall

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?

Be honest and upfront with the challenges that the industry is facing currently. Don’t promise anything that cannot be absolutely delivered, and keep them updated on changes and updates frequently.

We have added an escalation clause in our agreement. Once all the selections have been made and the agreement is signed, we streamline the process to get everything ordred and lock in prices to get them their start date as early as possible.

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?

Rather than decline work, be transparent about lead times and production delays that will likely affect their project. It’s not a matter of IF the project can be completed, but WHEN.

If their timeline doesn’t meet our timeline, we are happy to send them to NARI or RA where they can source out additional remodelers.

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?

Consistent communication with team members is critical in times like this. Presenting challenges like these as a team effort that will benefit the company, as well as each individual employee is crucial to the success of any organization. Stacking your company with quality employees that are committed to their work, and creating an environment of satisfaction for them helps to ensure a positive outcome.

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