Johnson County Siding & Window Co Inc
GQ All-time Recommend Rate: 100%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 140
Type of Firm: Full-service Remodeler
CEO: Teresa Christie, Bill Christie
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?
Our company operates on the belief that communication within our organization and with our clients is the foundation of our success and this has been a critical factor as we have faced supply delays and multiple price increases. We stay in constant communication with suppliers & quickly pass any supply delay information on to the crews and the clients.
We’ve also modified our existing budget to reflect the increased cycle time, and we’ve had to make some minor changes to our “selling price” to compensate for the price increases. This has been an opportunity to improve and modify our thinking and our processes like investing in digital technologies. The goal is to maintain the quality of our customer’s experience and work to improve it in every type of remodeling market.
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?
Fortunately, this isn’t a problem we’ve had to deal with frequently, but there have been some occasions where we’ve had to decline a potential client or their job. Sometimes the scope of work is outside of our company’s expertise, or we simply realize that we are not a good fit for a client. In this instance, we graciously decline the project telling them that a remodeling project requires a close partnership, and we feel they would be better served utilizing another contractor.
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?
During these exceptionally busy times, our company has closely managed the expectations of the client by over-communicating before, during, and after the project. We are in constant communication with our clients and with our team members.
We also pre-plan the steps of of the remodeling process with each team member so that valuable working time is not wasted. The hiring of a new project manager has helped us utilize our CRM tool to more closely monitor and plan production with our service team and keep our clients informed.