GQ All-time Recommend Rate: 92%
GQ 2021 Recommend Rate: 94%
Number of Jobs in 2021: 1677
Type of Firm: Home improvement/Replacement
CEO: Jason Phillips
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?:
We use LeaptoDigital to provide clear and concise proposals for homeowners; and we use Podium to provide ease of payment for and communication with our clients, as well as reviews. We also employ Docusign through Leap so homeowners effortlessly sign our contracts and important information; and all flow seamlessly into ImproveIt360, our Salesforce-based CRM with a home improvement overlay that has been customized for Phillips. Additionally, CompanyCam allows us to take before, during and after photos, that ensure we are prepared to deal with the matters that trouble homeowners most. Via CompanyCam, we are also able to show homeowners trouble areas that they are not able to see with naked eye, and can demonstrate the transformational process that takes place from start to finish of the homeowner’s project.
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 have passed higher prices along to the homeowner gradually on the front end through LEAP, our integrity-based, transparent pricing system. We review pricing monthly and update it in LEAP based on Market conditions. We also currently communicate up front with our clients that projects must begin within 60 days for the currently quoted pricing to remain in effect. Clarity in communication is our best ally! Also, Jason Phillips, our CEO and President, has created videos and email messages that explain why prices have risen, so homeowners understand.
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 normalize these conversations up front as much as possible by sharing that these changes may be necessary; and also do our best to research alternative materials that are as close as possible when needed to the original, especially in value. Communication and transparency, again, help us more than any other thing. We email or call the homeowner concerning all delays and possible substitutions as soon as we know about them.