GQ All-time Recommend Rate: 100
GQ 2019 Recommend Rate: 100
Number of Jobs in 2019: 145
Type of Firm: Home improvement/Replacement
CEO: Joseph DelVecchio
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?
We were fortunate to have our bases covered with digital processes (digital measuring technology, digital contracts, digital documentation, financing and payment portals on our website) in place prior to the outbreak. This made the the transition to a completely touch less process simple. We merely needed to add one component, the digital presentation. With the advice of our IT guru, Remodel Rx chose a different route than most and partnered with “Whereby”. Their platform added a simple and intuitive online video process for our prospects.
Since Remodel Rx solely offers exterior remodeling solutions we instituted a multi stepped process. First a thorough interaction-less inspection to accurately document deficiencies, followed by a prearranged video presentation to ensure the clients needs / desires were achieved. This process coupled with our existing digital platform actually allowed our company to out pace 2019 revenue YTD.
On install day our installers take the necessary safeguards and social distancing precautions that we have all become accustom to during these challenging times. Should the client have questions or concerns they can call or speak to us from a distance.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
Remodel RX added Podium to our host of partners. This platform takes advantage of the way folks prefer to communicate in 2020. A typical interaction begins after a prospect learns of your company, checks your online reputation and in turn visits your web page. Podium resides on our landing page and allows the prospect to initiate contact via text messaging, today’s “new normal”. In addition to the text messaging portal Podium ties all of our social media platforms in to a single communication portal as well. Having all our digital contact flow in through a single platform has improved call center performance.
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?
The message was clear “don’t worry Remodel Rx is here for you 24/7”. We initially increased our coverage hours to be available 24 hours a day for any concerns or emergencies. We ensured all of our clients that although the process may slow a bit, in the end their project will be performed to the same exacting standards our clients expect.
We only work with world class product manufacturers with whom we have enormous faith. They were exceptional at communicating processes that may have affected delivery times. This allowed us to get in front of client concerns and more often than not address them before reaching out to us.
We committed to following a process that catered to each client’s comfort level. Certainly added some challenges but we were up to the task. Remodel Rx was fortunate and didn’t lose a single project in process to the pandemic. We pride ourselves on being nimble and innovative