GQ All-time Recommend Rate: 100%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 18
Type of Firm: Design/Build, Full-service Remodeler
CEO: Kim Studham
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?
Work with clients to fully understand their core priorities. Specifically, discover the needs vs wants to know where flexibility exists in the project. Then create multiple solutions for each part of the project and check in with our supply partners about the lead time on the backup solutions. In this time of delays, it is critical to plan ahead and then pivot proactively (make things happen instead of reacting to put out fires).
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?
We work to proactively communicate our availability in the construction schedule before the first meeting. We typically book 6 months out. In some cases the project is urgent and we have some clients that have flexibility in start dates. If we are not the right fit for the project due to timeframe we will always make a recommendation to at least two other firms that we trust. We have found most clients are willing to wait and would rather spend a little extra time in the design phase.
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?
In order to ensure a quality experience, we’ve made several adjustments. We’ve purchased all staff work vehicles to help them be more efficient and organized. We’ve tasked office staff with field tasks which they could handle professionally. We’ve ensured to have selections made and delivered to the site well ahead of their need. As the owner of the company, I spend my time leading, but I have also found it beneficial to do the trades 2 days a week side-by-side with the crew. This has helped build trust and a sense of “we are in this together”