Shaker Heights, Ohio
GQ All-time Recommend Rate: 99%
GQ 2021 Recommend Rate: 100%
Number of Jobs in 2021: 5
Type of Firm: Design/Build
CEO: Jim Karlovec
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?:
We are a collaborative, client experience-driven company that focuses on smooth, timely, accurate communications via multiple methods, with Microsoft Teams being the primary platform. By utilizing Teams from the second point of contact with a prospective client, we establish communication patterns and set expectations regarding every team member’s respective roles. Utilizing this cloud-based platform we are able to effectively manage not only communications, but the entire process, from design, through renovation and all the way through the warranty phase.
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?:
With new prospects we directly address how dramatically prices have escalated over the last two years in order to properly set expectations. We have also modified our contract from a set scope of work with a fixed fee, to a contract that allows us to pass along both price increases, and savings as available.
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?:
We set expectations from the first point of contact when a prospective client contacts us and then we rely on our collaborative Design/Remodel process to keep them informed throughout the entire relationship. Actively engaged clients make informed decisions which leads to better outcomes, even when “dream” products need to be changed.