KLAM Construction LLC

by Emily Blackburn

Portland, OR.
GQ All-time Recommend Rate: 1oo%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 317
Type of Firm: Other: Roofing company
CEO: Abel Serano

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?

Good, clear communication is an important part of customer satisfaction. Here at KLAM, we always communicate directly and in a timely fashion with our customers should a timeline change for any reason. Once we have a signed contract, the price for the customer is locked in, and we order materials as soon as possible to help eliminate any fluctuations or delays in delivery.

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?

We always communicate up front with our customers. Even before taking any of their information, we clearly communicate our schedule timeline (i.e. when we can get out to review their project and how long it will be after an accepted quote before we can proceed with it.). This allows them to decide whether or not they want to schedule an estimate with us.

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?

Communication is key. Not only with our customers, but with our team members. We also have established a consistent flow for how we handle all projects. We evaluate this flow regularly and make adjustments when needed.

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