Neil Kelly Company

by Emily Blackburn
Dan Watson

Portland, Ore.
GQ All-time Recommend Rate: 90%
GQ 2021 Recommend Rate: 90%
Number of Jobs in 2021: 660
Type of Firm: Design/Build
CEO: Dan Watson

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’ve just implemented Salesforce as our new CRM in March of this year. It’s already improved collaboration, responsiveness and overall client experience in the lead-sale transition. We anticipate additional benefits as we integrate our marketing and client satisfaction tools and platforms, and launch estimating and production modules in the coming months.

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 provide a complete, fixed project price at contract, and we have simply included the rising costs of labor and materials in project budgets. We have for the first time added an escalation clause to our contracts, to cover increases in labor/material costs that may occur between contract and construction start.

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?:

We specify all products and materials in the pre-contract design phase, and order products immediately after contract signing, so we largely avoid this issue. When it has occurred, we recommend an available alternative and get client approval as quickly as possible to minimize production schedule delays. Clients are aware of supply chain disruptions, and most have been receptive to our efforts to manage those.

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