Nu Look Home Design

by Emily Blackburn
 Patrick Fingles

Columbia, Md.
nlhd.com
GQ All-time Recommend Rate: 90%
GQ 2021 Recommend Rate: 92%
Number of Jobs in 2021: 1504
Type of Firm: Home improvement/Replacement
CEO: Patrick Fingles

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 believe the customer experience is everything and from our marketing / sales strategy to our installation, We focus completely on our customers and their experience with us throughout the entire process. We do use technology to enable the best customer experience possible and Leap has been a game changer for sure. In addition our Project Managers and Sales teams use iPads and iPhones to communicate with internal teammates as well as customers and our external partners that provide us satellite measuring (Hover) and proposal services. We use as much technology as possible to make the customer experience the best it can be but add just the right amount of human interaction so our experiences are warm and holistic.

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?:

Rising costs are always a concern and we do pass that along to our customers as best as possible. Some ways to make this pass through more digestible is to show full transparency in pricing in our proposal process; total price transparency is our motto. We believe honesty and transparency is the only way to show customers what they are getting both in the product selections and pricing. Many of our competitors do not show this or spell out specifics the way we do, so their proposals seem vague and untrustworthy to the customers that select us. Price is a sensitive subject for all (not just during inflationary times) as our customer’s hard earned money is always significant with any purchase they make. We want them to feel comfortable they know what they are getting and that we stand behind what we sell/install for a lifetime.

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 do not ask our customers to do product tradeoffs and that’s because we have a very select group of product offerings that are the best in the industry. Having a customer select something that may be available a little sooner would compromise the value and quality of our offerings and that is not who we are. We explain this to customers when asked and we also show them that is why we are a preferred partner on most of our products being installed.

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