Model Remodel

by Emily Blackburn

Jason Legat

Seattle, WA
GQ All-time Recommend Rate: 95%
GQ 2020 Recommend Rate: 95%
Number of Jobs in 2020: 20
Type of Firm: Design/Build
CEO: Jason Legat, Phil Marks

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?

We aim to be as transparent as possible with our clients. That means putting relevant and useful information on our website about pricing, explaining to clients what’s happening in the construction industry, and keeping a high level of communication at all times. We have weekly site meetings with our clients to review progress and talk about delays or price increases as they happen. As builders we have to remain flexible, and thankfully the majority of our clients are flexible and understanding too.

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?

If the timing or scope of a project isn’t the right fit for our company, we will provide the homeowner with other qualified firms that they can contact. Some homeowners are willing to wait until we have availability, and others have strict timelines. For everyone to be happy, we have to be honest about our limits and careful to make sure every project we take on can be completed successfully.

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?

We’ve worked hard over the last few years to improve efficiencies where we can. We have weekly meetings to discuss crew needs for every project. We pay delivery fees instead of spending valuable time driving to pickup materials. We are developing a tool tracking system so our team always knows where to find what they need. We’re also very thankful to have a talented and humble team, both in the office and out in the field. Every person is willing to help, even if that means stepping outside of their normal role. Despite being busy, we always come back to our core principles and processes. Focusing on client experience will carry us through the busy times and the slow times.

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