GQ All-time Recommend Rate: 98
GQ 2019 Recommend Rate: 100
Number of Jobs in 2019: 27
Type of Firm: Full-service Remodeler, Home improvement/Replacement
CEO: Jamie Adam
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?
Health and Safety have always been top of mind for us at Pioneer Craftsmen. Regular staff meetings for Tail Gate Safety Talks, job site inspections and reporting as well as continuous training such as working at heights safety courses are just some components of our Health and Safety Program. With the reality of COVID-19, we are now faced with some new challenges. There are many people involved in your renovation -You and your family, our staff, trades, suppliers, designers and building inspectors to name a few.
The possibility for virus spread is very real, and so we have implemented additional safety measures:
- All visitors to the job site must sign in
- All visitors will be asked to wash their hands in the designated washroom
- Any visitor who has been feeling ill or any symptoms of COVID-19 will be asked to leave the job site
- All visitors will be required to maintain 6′ distance from others, and if not possible, then to wear protective face masks/shields
As we prepare for each renovation project we will be developing a site-specific COVID-19 protocol. Items like HEPA filter air scrubbers, poly walls to seal work areas and other items may be implemented. Every one of our renovations is unique, and so to will our response in how we add additional measures to ensure everyone’s safety. As a client, we will need your help. We will need you to respect the project site rules, remaining out of the work area while we are on-site, and actively communicate with us, any changes to the health of anyone in the household. Together we will continue to build amazing spaces for our clients to enjoy at home while ensuring the health and safety of those we love.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
From the beginning to the end of the renovation process, we are virtually available to our clients. Initial consultations are offered by virtual meetings or in-person – based on the comfort level of the client and we take safety precautions seriously.
Our team has been using virtual meeting software applications for meetings and presentations that are easy to use and client-friendly. We’ve also been creating videos for our clients individually to help walk them through our process, to continue to off the personal touch without the actual touch. We walk through the selections process this way – with the help of our designer who has taken the time to pre-select samples based on previous communication with our clients. Enabling our clients to visualize better what is available to them, we have found this to be an efficient way of doing things and may continue it as part of our regular process.
Our team meets regularly on zoom meetings -it’s a great way for us to ‘see’ each other, and stay connected while we go about business in a socially responsible way. we’ve even had a social hour with the team using virtual meeting software and found that everyone enjoyed the time ‘together’ while remaining socially distant for safety. With a team that has stayed connected, the client wins because we’re happier and more aware of what everyone is working on.
Whether we are educating clients or prospective clients, communicating with staff or suppliers, we are always looking for ways to improve our process and service to provide the best renovation experience possible for our clients.
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?
Renovations can be stressful, and with all that is changing in our world right now with COVID-19, it is easy to become overwhelmed. We want to ensure all our clients, staff, suppliers, and trade partners that our dedicated team is taking every care and precaution we can at this time while working hard to complete our renovation projects.
We asked all staff and trades who have traveled outside of Canada in the last two weeks to self-isolate and refrain from attending work or any on-site meetings for 14 days from their return. We also asked our clients to inform us of any recent or planned travel. The health and safety of all are important as we fight hard to do our part in controlling this outbreak. We asking all our clients, staff, and trades to be mindful of their own health and report to us immediately if you are feeling ill and to self-isolate.
For our clients, we respect that your home is your refuge. If you are feeling ill or are unwilling to have us in your home to carry out your renovations we will hit the pause button until you feel comfortable again.
We will continue to monitor Health Canada’s suggestions on how to best participate in reducing the severity of this outbreak and act accordingly while ensuring that all our renovation projects remain safe and secure for our homeowners. When possible we will look to practice social distancing, arranging for meetings by phone or online. We will practice good hygiene with frequent hand washing and cleaning of high touch surfaces
We are adaptable and diligent. The coming weeks and months will bring many unforeseen challenges- together as a team, we will fulfill our clients’ renovation needs in a professional and caring manner.