Model Remodel

by Emily Blackburn
Jason Legat

Seattle, Wash.
GQ All-time Recommend Rate: 94%
GQ 2021 Recommend Rate: 100%
Number of Jobs in 2021: 21
Type of Firm: Design/Build
CEO: Jason Legat

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?:

We’re always looking at what we can do to streamline the process for our clients. Our design team uses great software to create photorealistic rendering that help our clients make decisions during the design process. Our sales team uses e-signature software, which has been a real time-saver when signing contracts. We also use technology to survey our customers at the end of a project and deliver their appliance manuals. Technology is a part of the client experience at every step.

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?:

We’re honest with our clients about the current and expected building environment. At this point, most homeowners are aware of the inflation on building materials and are expecting higher numbers than they would have two or three years ago. We do our best to make sure the estimate we give our clients matches current pricing, and we ask them to keep a 10-20% contingency fund in case we do see further increases. We also ask them to make decisions as quickly as they are comfortable so we can order things without further pricing increases or timing delays.

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?:

Our talented designers are always on hand to offer alternative selections for our clients. They can either find something that closely matches the original product or find a way to pivot the design to accommodate the new finish or material. If homeowners are aware of the shortages from the beginning, having a conversation about changing something won’t come as a shock. We’re honest with our clients and share their disappointment, but are also there to excite them about new possibilities.

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