K&H Home Solutions, Inc.
GQ All-time Recommend Rate: 92%
GQ 2020 Recommend Rate: 96%
Number of Jobs in 2020: 685
Type of Firm: Home improvement/Replacement, Other: Window, Siding, Entry Doors, Roof Replacement
CEO: Ted Roland
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?
We find most people are aware of supply delays but that doesn’t keep them from wanting their projects done as quickly as possible. We monitor our lead times from our suppliers weekly and adjust them in our sales presentations. It is important to be honest with our customers from the beginning so their expectations of what we can & can’t do & how long it will take are realistic.
Most of our job pricing is set so we cannot adjust for that once we go under contract with a customer. In the last 6 months we have tried to anticipate some of the increases in our pricing but you have to remember we are in a competitive market so we have to balance that out. We find that not only are building products rising, labor has also been subjected to the same upward pressure. You have to keep your quality install crews which means it is a good time to be selling quality.
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?
Like most people in business we don’t like turning work away. That said, we have to maintain the quality of our work product. We know what we do well within the realm of exterior remodeling so we focus on those products and services.
If a prospective sale or contract comes in which we feel is beyond the scope of work we can do well we notify the prospect, or customer, that as much as we would like to take on their project it is our mutual best interest for them to have it done by a company that specializes in that work. Our reputation for doing the jobs we take on right is worth more than the extra dollars, and headaches, that come from getting in to a job beyond your expertise.
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?
March through October are the busiest times of the year in home improvement. This year that is especially true more so than in recent years. It takes a lot of hands on management with our staff and installers to maintain an even keel. Our search for quality staff, customer service people, service & installation crews is ongoing.
The demand for such people in our current market seems greater than the supply so we have to be picky in who we hire. Additionally, we rely more on automation for things like answering the phones, texting updates to customers and scheduling jobs to keep turnaround times reasonable. And when we make the rare but inevitable mistake, we own it and bend over backwards to make it right in finding an acceptable resolution.