GQ All-time Recommend Rate: 91.73
GQ 2019 Recommend Rate: 92.47
Number of Jobs in 2019: 790
Type of Firm: Home improvement/Replacement
CEO: Ted Roland
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?
We offered 2 different types of appointments. We offered Zoom consults or in-person with extra precautions. We held (and continue to hold) the appointments outside on a front porch or back deck.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
Our only technological change during the time was holding virtual meetings through Zoom. Our booking system is completely non-contact and we continued to operate that way.
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?
We made sure we let customers know we were going the extra mile. We sent out COVID-19 related updates, had all of our prevention policies listed on our website and we were all working from home.
Once the stay-at-home order was lifted and we moved to the safer-at-home order, we were able to capture footage of our installs with our installers taking extra precautions (long sleeved shirts, masks, gloves, etc.) and spreading our message through social media as well and email newsletter