Reliable Remodeling Design Build Remodel

by Emily Blackburn
James Walton

Pelham, Ala.
GQ All-time Recommend Rate: 100%
GQ 2021 Recommend Rate: 100%
Number of Jobs in 2021: 17
Type of Firm: Design/Build, Full-service Remodeler, Home improvement/Replacement
CEO: James Walton

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 moved all of our CRM management to BuilderTrend over four years ago. This has allowed us to combine the management of all of our crews, vendors and clients into one platform. It has been a force multiplier for our clients. They enjoy the ease of being able to check on the job and see not only what is going to happen next but able to look back and see how the project has come together so far.

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?:

Transparency was the new key for us. Instead of pricing for certain customer selection items being buried inside the line item descriptions and the unit cost, we knew customers wanted more control over their selections. So these items are now shown individually with their own costs shown wholesale to the client. All selections items are reconciled between their allowances and their final selections using the the wholesale pricing to the client. This allows us to garner more trust with the client that we are respectful of their choices and place their ability to determine value above all else.

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?:

Client education is the key for informing them of the potential for needing to make new selections. We have worked hard to eliminate as much of this as possible by making these purchases immediately after the Contract date and selection process. Not only does our practice lock in the prices for our clients regardless of the start date of the project but it ensure we have the necessary materials on hand in a timely manner.

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