Karlovec & Company Design/Build Remodel

by Emily Blackburn

Shaker Heights, Ohio
karlovec.com
GQ All-time Recommend Rate: 99%
GQ 2022 Recommend Rate:
95%
Number of Jobs in 2022:
9
Type of Firm: 
Design/Build
CEO:
Jim Karlovec

QR: Your team was able to achieve high rates of customer satisfaction during the pandemic, a time of greater scrutiny because clients were at home more. There were also supply-chain delays. What measures did your firm take to maintain client satisfaction?

Though the challenges brought on by Covid were significant, our baseline client satisfaction methods didn’t change. We remained proactive, both on the contracting side, and on the day-to-day communications side. We kept clients looped in regarding key decisions and kept updated scheduling information in front of them. Also, since a high percentage of our clients are physicians, we were able to tap into their knowledge and expertise on how to mitigate risk of Covid infection. That paid dividends on all jobs since we were able to adjust our operations with real time data and well-informed risk mitigation strategies shortly after Covid took hold, and over the course of the epidemic. Our clients knew how seriously we took Covid-related risks, and they were extremely grateful for our efforts to help keep them and their families safe.

QR: Firms with happier employees have higher levels of customer satisfaction. What are the top ways you are able to keep your employees happy and satisfied?

It’s difficult to consistently please clients without having a team of happy employees, and the Covid years proved to be unusually challenging on that front. Communicating honestly and openly to employees allowed them to perform as well as circumstances allowed and took much of the uncertainty out of their day-to-day Covid decision making. That aligned well with client communications and expectations. We had some turnover for a number of reasons, but the key issues were cultural fit, and the ability vs. inability of people to adapt to changing circumstances. Our core team stayed intact, and those employees remain in a good place. We’re applying lessons learned as we continue to recruit top level talent.

QR:Purpose driven” companies, those that exist to effect change or take action on something bigger than their products or services, attract a younger, higher skilled employees who tend to be more engaged workers. Some firms connect their “purpose” to a written mission statement. Do you operate a purpose-driven organization? And in what ways does your firm extend itself to outside causes.

Karlovec & Company is a purpose-driven organization that is very much relationship based and focused on community. We’re located in the heart of a National Historic District where homeowners place unusually high value on community, home and family. The client experience drives our efforts and informs our decision making, from the initial point of contact, through the goal setting and discovery process, and through the production and warranty phases. We strive to help our clients make informed decisions that work well for them and their unique needs and expectations.

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