Quality Window and Door Inc.
GQ All-time Recommend Rate: 97.5
GQ 2019 Recommend Rate: 97.96
Number of Jobs in 2019: 244
Type of Firm: Supply only, install and replacement windows and doors.
CEO: Nick Neidig
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?
Every install team was sent out with several spray bottle of “No Rinse Sanitizer” and were periodically spraying all tools, door handles, windows locks etc.
We also began offering virtual meetings using Facetime, Skype or Zoom.
A lot of our sales reps said they had meetings outdoors or when entering a customer’s home would be conscious about not touching anything while in the client’s home.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
Our company sales meeting is now hosted through Microsoft Teams and all of our reps have been trained on how to host Skype/Zoom meeting.
We also utilize our CRM (Claritysoft) to keep as much of the transaction in digital form as we can. This way, anyone in the company can reference an old quote, the original contract, or any other picture/document of note.
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?
We issued a statement through e-mail and posted on our website regarding our measures and precautions. These included the showroom being by appointment only, practicing social distancing in the office and in client’s homes, doing remote work for nearly all of the office staff, and no longer doing the sales meetings in person. This effectively isolated nearly the entire staff.