GQ All-time Recommend Rate: 100%
GQ 2021 Recommend Rate: 95%
Number of Jobs in 2021: 250
Type of Firm: Home improvement/Replacement
CEO: Teresa Christie, Bill Christie
Business technology and business software are offering new ways for remodelers and home improvement professionals to improve client experience and customer satisfaction. In what ways are you using software or technology to improve client experience?:
As a standard operating procedure, our company implemented the use of CompanyCam. Once the digital contract is signed via LEAP Secure Sign, the salesman creates a project showing all four sides of the home as well as photos of pre-existing damage to the driveway, landscaping, siding, foundation, windows, and/or screens and doors. The customer receives a link to their project via email with access to all photos taken before the installation begins. The installers then take photos during the job ensuring quality work will be done on-time and on-budget. By providing clear lines of communication and documenting the work, you keep everyone in the loop from crews to customers. You can also give updates to your clients in real time via a timeline link so they can follow the progress of the job. Providing ongoing visuals leaves our clients very satisfied with the services we provide from the start of the project to its completion.
CompanyCam enables our team to build trust and create an exceptional client experience through photo documentation.
Rising costs for labor and building materials along with higher inflation on everything else is forcing remodelers and home pros to raise prices dramatically. Tell us about the most effective ways you are passing along these rising prices to your clients?:
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 rising labor costs, supply delays and multiple material price increases. We’ve modified our existing budget to reflect the increased cycle time, and we’ve had to make changes to our “selling price” to compensate for the price increases. This has been an opportunity to improve and modify our thinking and sales process. We encourage our potential clients to take advantage of “No Interest, No Payment” financing with the awareness that historically, investing in your home will pay-off and you will get to enjoy the benefits of your newly, remodeled exterior.
Supply shortages have required you to ask clients to go back and pick another finish or building material. What are your tips for handing these product trade-off conversations?:
From the beginning of the supply chain issue, our company has held the belief that transparency and communication is key to customer satisfaction. Fortunately, we have not been forced to ask our clients to choose another finish or building material. We continually audit and build our inventory and identify back-up suppliers.