Red House Design Build

by Emily Blackburn

Justin Zeller

Providence, RI
GQ All-time Recommend Rate: 96%
GQ 2020 Recommend Rate: 96%
Number of Jobs in 2020: 25
Type of Firm: Design/Build
CEO: Justin Zeller

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?

We offer our clients fixed-price contracts, so as material prices fluctuate, the client does not suffer. We also have a strong content marketing strategy that aims to educate our clients, leads, and the public about material lead times, prices, and project timelines through informative articles and newsletters. Communication and transparency are paramount to maintaining happy customers at all times, but especially during a period of uncertainty.

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 are currently sold out for 2021, so this is an issue that our Sales team handles daily. We are upfront about our availability and let our prospective clients know on the initial sales call that we won’t be able to start construction on their project until Spring 2022. We maintain a master production calendar with estimated start and end dates on all our projects so that we can have an accurate outlook on the timeline of all projects in our pipeline.

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?

We are a process-driven company. Our Dream2Build process was developed so that all projects are completed step-by-step and handed off seamlessly between sales, design, and production. Focusing on detailed preparation and planning at the beginning of each project keeps surprises to a minimum and makes for a more enjoyable experience for our clients and team. That being said, with the increased demand over the last year, we have added several new positions to our team and plan to continue to expand over the next several years.

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