GQ All-time Recommend Rate: 92.42
GQ 2019 Recommend Rate: 100
Number of Jobs in 2019: 103
Type of Firm: Design/Build|Full-service Remodeler
CEO: Tanya Donahue
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?
Most of our safety protocols were already in place . Our standard procedure is to use Build Clean Hepa units and plastic zip walls to isolate our work space . We have a safety presentation that we share with our clients to assure them of our promise to their safety as well as our Team while they are working in their home .
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
RIKB was a virtual company before the pandemic so the transition was seamless for us to incorporate next level communication . We have a cloud system that we share a folder with our clients and trade partners for documents , progress photos and digital signing of any documents . All of our field team has Ipads and our sales team instantly converted to virtual consultations , proposals and 100% of our contract signings during this time . We also produced a how to presentation on how clients could measure and document their own space to accelerate the Designers ability to generate design concepts and initial budgets.
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?
Our goal was to assure clients that we were taking all the necessary recommended precautions at any given time . The struggle was that at the beginning , those recommendations changed sometimes daily so uber communication with our clients was the key . We focused on personal “care calls” to check in daily to ensure their comfort level . I think what resonates with our clients is they know we are a people first company and they trusted us to keep our promises . Some clients chose to postpone their projects due to Covid-19 and we had puzzles made of their project renderings for a fun activity to do while staying at home . We also had playing cards made for clients in our sales pipeline . At the end of the day , we look at our clients as part of the RIKB family and our ultimate goal was to take care of one another during this difficult time .