North Georgia Replacement Windows
GQ All-time Recommend Rate: 97.87
GQ 2019 Recommend Rate: 94.95
Number of Jobs in 2019: 600
Type of Firm: Home improvement/Replacement
CEO: Ted Kirk
The COVID-19 pandemic changed homeowner interactions. What measures do you use to signal an extra level of care when working in or around a client’s home?
During COVID-19, we approached each home with the desire to work according to the customers’ concerns. This meant if the homeowner wanted masks and lead suits and gloves, our installation crews were prepared to work accordingly.
Likewise, our sales reps were equipped with masks, and in addition to offering virtual appointments, we also were able to provide sales presentations outside rather than going inside the home.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
I don’t think we’re in the minority when we say Zoom meetings went from being an unheard of form of communication to a common mode of keeping the team unified despite being spread across different locations. (Our weekly, in-person sales meetings are still taking place via Zoom.)
We also capitalized on Zoom’s technology to add virtual sales appointment options for those who were less comfortable with having someone in their home. In addition, we utilized our internal conference call feature on our phones to perform a production meeting from the safety of everyone’s desks.
What was your message to clients with projects in progress in order to keep them happy and satisfied during the uncertainty of the stay-at-home period?
Open and frequent communication is the key. We reached out to customers and gave them total flexibility to postpone their installations if they were concerned, sick or elderly, while arranging the schedule to move other installation timelines up if there were customers with more comfort or urgencies. Listening to our customers and respecting their time schedules has always been important, but even more so during this time.