McBride Remodeling

by Emily Blackburn
Jay Sackrider

Petoskey, Mich.
GQ All-time Recommend Rate: 100%
GQ 2021 Recommend Rate: 100%
Number of Jobs in 2021: 88
Type of Firm: Full-service Remodeler
CEO: Jay Sackrider

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?:

Constant communication through BuilderTrend helps keep our customers updated on scheduling and progress with daily updates. Many of our clients are not in town full-time, so with this, they can easily see what stage their project is in. They can communicate back and forth through the site, view photo updates, and view the upcoming agenda for the week.

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?:

Our estimates are based on the current price of goods during the time the quotes are written. To keep this price consistent, we order the materials as soon as we get the approval. We are also upfront with customers about fluctuation and have clauses in our contracts that allow us to adjust the price if needed. Keeping open communication is the most effective way to pass this information to customers.

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?:

Being honest with our customers is at the forefront of challenging these issues. We are very upfront with our clients about the supply chain issues to prepare them in case of complications. If something does arise, we give that news as early as possible. Also, options on how to proceed from there are helpful when navigating that trade-off.

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