Northern Lights Exteriors

by Emily Blackburn

Fort Lupton, Colo.
GQ All-time Recommend Rate: 96%
GQ 2021 Recommend Rate: 96%
Number of Jobs in 2021: 231
Type of Firm: Home improvement/Replacement
CEO: James Hooven

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?:

Northern Lights Exteriors has been way ahead of the use of technology within the construction industry. We’ve been iterating on our own proprietary system over the last 20+ years to accommodate for how clients want their experience to be with restoration and remodel companies. Our company raises the bar when it comes to expectations with our clients. No leaving messages, scheduling appointments directly on our calendars when timing is optimal for them, tracking progress through our custom project portal…basically we don’t want clients feeling out of the loop when they are spending lots of money to improve their home’s self-esteem.

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?:

Our mantra is “run to trouble.” In the past, that could mean material pick up wasn’t perfect at a job site, or a dumpster could have been placed a bit better….material delays and costs have now been a major component of the construction process in the last two years. Same mantra applies. As we hear about price increases from suppliers, we work overtime to make sure clients are made aware ahead of time. We work overtime to get final measures in place for window orders so pricing can be guaranteed, and truthfully we’ve absorbed some of the increases on our side as well.

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?:

Northern Lights Exteriors has been blessed so far in this department for the most part. Because we have been in business for over 20 years and our relationships with manufactures and distributors are so well established and positive, we have not had to do much of this and truly have been able to offer the full line of most options out in the marketplace. My recommendation to clients meeting with companies to discuss their future project would be to take time spent in business as a major factor in your selection process.

For us, this is more about what the client wants. If we are sharing the details of lead time on materials and that isn’t acceptable, we will work to find something that will work for the homeowner. A lot of times, our clients want what they want and we simply keep the clients informed with updates so they don’t feel left in the wind when there is potentially months between deposits and material arrival.

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