Paragon Construction Company LLC

by Emily Blackburn

Midlothian, Va.
GQ All-time Recommend Rate: 99%
GQ 2022 Recommend Rate:
Number of Jobs in 2022:
Type of Firm: 
Design/Build, Full-service Remodeler
Jeremy Shank

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?

There are two areas the we became even more intentional about during the challenges of the past 3 years –

Communication…while there are so many facets as to how we effectively and appropriately communicate with our customers, it boiled down to telling our customers what we were going to do during their project (e.g. through an effective education, design and sales process, a project manager introduction and review, and a detailed and accurate schedule), to engaging our customers during the construction phase (on BuilderTrend, on-site and after hours if warranted), to completing their project with not just a final walk-through, but a project and warranty review with their design and customer advisor once the project was completed.  If a customer raised an issue that was missed or needed to be taken care of, we would listen, commit to addressing the issue(s) and address it with importance and purpose.

Demonstrated willingness to do what it takes to make something the way it should be (i.e. No Excuses) if the glitter paint didn’t quite work out the way the customer had hoped, or the 5th shower enclosure just wasn’t right again…we were relentless – in skimming, priming and bringing the walls back with more traditional paint, or transitioning to a new shower enclosure manufacturer that finally made all components of the shower enclosure the way it should be.

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?

Satisfied…yes, I believe our team is satisfied…From our early days, we have been focused on developing a culture of caring – for each other, for our customers, for our community, and, most importantly, for our employees and their families.  This is where it all begins – our foundation.

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.

As a God-centered company, we have developed a culture of caring – for each other, for our customers, for our community and employees and their families.

We are not a purpose-driven company that integrates a social or political message or vision within our work.

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