GQ All-time Recommend Rate: 97%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 22
Type of Firm: Full-service Remodeler, Home improvement/Replacement, Other: Custom Home Builder
CEO: Russell Budd, Bart Zino
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?
Information, communication, and transparency are all that we have to work with during times like these. Building trust with the client starts on day one, and each day gives us another chance to strengthen that trust by constantly communicating and sharing information as it becomes available.
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?
There is an internal and an external component to handling these situations. Internally, you must know your market segment intimately and confidently. Having the discipline to stick to your market allows you to decline borderline or inappropriate projects. Now you can concentrate on your strengths. Externally, we don’t say “no” to the right project very often. What we try to offer are timing commitments. While we may not be able to start the client’s project when they want it started, if we can agree on a mutually acceptable start and completion date, we can usually find a way to say “yes.”
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?
When you get busy, you must address two things. First is to provide a great place to work. People, not organizations, rules, or management systems, get things done. The second thing to address is to have great processes in place. A great process reduces re-work and redundancy, but unlike a stiff over-bearing management system, process allows people to operate within their own wide lanes and still meet their goals of consistency and productivity.