GQ All-time Recommend Rate: 98.35
GQ 2019 Recommend Rate: 100
Number of Jobs in 2019: 60
Type of Firm: Full-service Remodeler
CEO: Jeremy Shank
The COVID-19 pandemic changed homeowner interactions. What measures do you use to signal an extra level of care when working in or around a client’s home?
With the onset of COVID-19, we found several new ways to ensure the safety of our employees, customers, and partners. Each employee was given a bag full of gloves, masks, hand sanitizer and other essential items that were relevant for their specific job duty. This was to be kept in their vehicles and/or office space. All our partners received a COVID Job Box. Inside, they would find Paragon provided gloves, booties, cleaning supplies, masks, and other necessary items for safety. All boxes were clearly labeled for both the benefit of the customer, employees, and our partners. This was an extra level of precaution we took that allowed us the peace of mind to know that everyone was protected in items of our high standards. The office space was sanitized each and every night and the showroom was closed to outside visitors.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
Virtual appointments were certainly something new for our business and now will be an option we offer going forward. Not only is it a socially responsible but it makes sense fiscally as well. We were fortunate to already use tools like Chief Architect and RealTime Landscaping Software to help our customers visualize their projects in 3D. This was imperative in a time when people cannot see, feel, and touch the products they are purchasing. We also found Social Media outlets continued to be an imperative way to connect with customers, both future and past, and continue to provide them with info on our company and project pictures.
What was your message to clients with projects in progress in order to keep them happy and satisfied during the uncertainty of the stay-at-home period?
As soon as the Governor released his first orders, our company President issued a personal note to all our existing and pending customers outlining all the safety precautions we were taking. The message was to provide reassurance about precautions and allow customers an opportunity to postpone work if needed and continue with comfort. Our motto is to Transform homes and expectations and we were going to continue doing that. We were fortunate that only a handful of customers fell into a high-risk category and needed to shift their timelines. Our project managers worked with our customers that were homebound to make sure they were fully aware of our scheduled tasks and felt safe and comfortable with our team’s presence. We found that our BuilderTrend project management system played an even more critical role for our customers as each task is outlined on their own calendar and visible in the customer portal. Customers knew exactly what to expect and when. In addition, we continued to monitor our customer’s experience with our GuildQuality third party system review system. The testimonies from our customers were steady and consistently high. For us, business is booming.