McLennan Contracting

by Emily Blackburn

Alison McLennan

Tim McLennan






Lancaster, PA
GQ All-time Recommend Rate: 99%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 143
Type of Firm: Full-service Remodeler
CEO: Alison McLennan, Tim McLennan

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?

1. We are setting the expectations for long lead times with the homeowners prior to them approving their build
2. We are expanding our network of suppliers to have more options for materials.
3. Constant communication with the homeowner to keep them updated on anticipated material delivery.
4. Providing a window of time to lock in pricing.
5. Modifying our approval process allowing clients to make certain choices earlier in the design process. This
has been helpful with materials that have the longest lead times.

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?

1. We have a good vetting process in place.
2. We communicate from the first meeting, our desire to meet the homeowner’s remodeling needs with our
3. We set clear expectations that their needs will match with our electronic processes and their personality will
flow well with our company culture.

We strive to take on projects that will result in delighted clients and productive and happy team members
If any of these items do not align, we humbly will decline the project.

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?

1. We have streamlined our billing process by integrating our billing software with our remodeling software.
This allows easy billing for us and ease of online payments for the homeowner.

2. We have developed a convenient and effective process for first meetings via Zoom. This enables the
project to develop quicker. This also allows more time for multiple meetings per day for our staff.

3. We utilize a CRM software with online forms and calendars. This allows homeowner’s to easily schedule a
zoom meeting at a convenient time for them.

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