GQ All-time Recommend Rate: 100
GQ 2019 Recommend Rate: 100
Number of Jobs in 2019: 131
Type of Firm: Home improvement/Replacement
CEO: Bill Christie
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 same rules that require workers to be certified and trained in the use of lead-safe practices, also apply to COVID-19 safe practices. In other words, our company was already compliant with the EPA’s Lead-Based Paint Renovation, Repair, and Painting Rule (RRP), and we were prepared to keep our clients safe during the pandemic. Our installation crews contained and isolated work areas with plastic sheeting or other impermeable material, covering floors, sealing off doors and heating and cooling system vents, and limiting worker movement through the project area. Rigorous cleaning procedures were also followed within the project zone to ensure personal safety.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
As a standard operating procedure, our company implemented the use of CompanyCam. Once the digital contract is signed via DocuSign, the salesman creates a project showing pictures of all four sides of the home as well as photos of any 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 & 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 without having personal contact with any of the crew members.
Providing ongoing visuals leaves our clients very satisfied with the services we provide from the start of the project to its completion. The goal is to over-communicate with our team members and create a great customer experience for our clients.
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 marketing company quickly updated our website with a Message/Bug Me Bar at the top of each web page acknowledging the changes to our policies and procedures due to COVID-19. The Bar had a “Learn More” button to click through, and it provided a written letter from our team regarding COVID-19 Best Practices & Safety Procedures.
We assured our clients and potential clients that the safety and well-being of our customers and employees is always our top priority. We let them know that we would be closely monitoring all real-time developments and looking to experts such as the Center for Disease Control (CDC) for guidance.
Our clients with ongoing projects were contacted and assured that our team could connect via phone/text or video chat to deliver the same detailed information regarding the status of their project. We also introduced clients to industry leading technology such as CompanyCam so they could follow the progress of their job without having direct contact with any of our team members.