Opal Enterprises, Inc

by Emily Blackburn

Naperville, Ill.
opalexteriors.com
GQ All-time Recommend Rate: 97%
GQ 2022 Recommend Rate:
98%
Number of Jobs in 2022:
200
Type of Firm: 
Home improvement/Replacement
CEO:
Eli Williams, Tara Dawn

QR: Your team was able to achieve high rates of customer satisfaction during the pandemic, a time of greater scrutiny because clients were at home more. There were also supply-chain delays. What measures did your firm take to maintain client satisfaction?

Communication is key! We developed an auto-email chain that communicated consistently to our signed contracted customers so they would be touched every week–this ensured getting in front of lead time anxieties and assuring customers we had them on top-of-mind. We were transparent with what we were experiencing with manufactures and vendors so that they felt like they were included and not an outsider of the process. From time to time we asked our manufactures and vendors to put together a communication piece for our customers so that our clients heard it straight from the source.

QR: Firms with happier employees have higher levels of customer satisfaction. What are the top ways you are able to keep your employees happy and satisfied?

We feel our employees are very happy. Bi-weekly and even weekly zoom meetings kept us all communicated and supported during times that we all needed to still be a part of a team even when covid was a thing. We have clearly lined-out processes to follow at work to remove any frustrating unknowns. Our employees have freedom to get their work completed without being “looked over’ but instead using shared Google docs to keep everyone in the loop where we all are on our work flows. Our staff is allowed time off when they want or need it without judgement or issues from management. We have diversified our staffing and cross trained so that people can take time away from their desks if needed. Our production teams do such great work, it makes it easy for the rest of the staff to enjoy their role in the company, because we have such happy customers!

QR:Purpose driven” companies, those that exist to effect change or take action on something bigger than their products or services, attract a younger, higher skilled employees who tend to be more engaged workers. Some firms connect their “purpose” to a written mission statement. Do you operate a purpose-driven organization? And in what ways does your firm extend itself to outside causes.

Opal Enterprises participates in everything that we can to support our communities. When any employee brings a cause to management that is important to them, we offer up participation with the entire company and involvement. We listen to our customers as well and guide our community support to avenues in which they tell us is important.

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