Odell Construction Inc.

by Emily Blackburn

Justin Odell

Westlake, Ohio
GQ All-time Recommend Rate: 100%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 27
Type of Firm: Design/Build
CEO: Justin Odell

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?

As we continue to take on jobs into 2021, we (like many) have seen extended timelines and rising prices for materials. Our first line of defense is being proactive in assuring that pricing is accurate for our clients from the beginning. This demands that we stay up to date on the most recent shortages and price increases. On the rare occasion that we were not able to predict the surges in pricing, it is important to us that we never break trust with a client by changing their terms or agreed upon final contract pricing. We may lose a few dollars here and there because of this however, building a client relationship with trust and integrity creates a lifetime customer and endless referrals allowing us to win in the long run.

To address long lead times, we have spent many hours keeping in contact with our suppliers on what is and is not available allowing us to steer material selections in the correct direction by only showing and providing our clients with products that are available. On the occasion that a client would like something that is not in our known repertoire, our design team is quick to gather information regarding the unknown before making promises allowing us to present and uphold realistic timelines.

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?

When taking on a new lead it is important that realistic expectations are presented from the beginning. We would never turn down a job because of the amount of workflow coming in. Instead, our clients are presented with a timeline which may include being placed on a waiting list. We find that when a lead is presented with honest information and when we are willing to take on their project (even is the wait time is 6 months or more) that the honest information is appreciated much more than simply turning down or ignoring that call.

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 were able to predict the influx early in 2020 and created an automated lead intake system that auto files, loads the lead into our CRM and even sends automated information internally and externally. This system provides the new lead with instant gratification on their inquiry allowing us to focus on moving current clients through the system more efficiently and over all improving the client experience.
Automating the lead intake takes a heavy workload off of our office manager and design team providing them with the information that they need when and where they need it keeping the office staff functioning effectively and keeping new and current clients happy and satisfied.

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