Pathway Design & Construction

by Emily Blackburn
Paul Kocharhook

Seattle, Wash.
pathwaydc.com
GQ All-time Recommend Rate: 99%
GQ 2021 Recommend Rate: 100%
Number of Jobs in 2021: 10
Type of Firm: Design/Build, Full-service Remodeler
CEO: Paul Kocharhook

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?:

Because 99% of our initial sales calls are virtual we wanted to make the first experience a professional one. So we created an interactive introduction to our company using the Ingage. We can walk the perspective clients through the presentation that shares who we are. We also share the link to the presentation with them after the meeting. This allows them the opportunity to relook at what we spoke about and also dive in deeper should they choose to.

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?:

We are bidding projects right up to contract signing. Then almost immediately after signing we are purchasing materials so that we are purchasing at the pricing quoted. Our contract is written in a manner that puts the first 10% of the cost overage back on us, anything over that the clients is liable. So, it is to our advantage to purchase as much as we can early on to help protect our bottom line.

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 are trying to steer clients to products that are going to be in the same ballpark for original cost. This isn’t always easy to do. The one good thing is that most of our clients have experienced similar issues in other facets of their life, so it not unexpected anymore.

We are also trying to get selections early so we can place timely orders. I many circumstances we have received deposits from clients before construction contract so we can purchase problematic materials before they become a problem or before the cost escalation happens unexpectedly.

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