RIKB Design Build

by Emily Blackburn
Tanya Donahue
Michael Donahue Sr.

Warwick, RI
GQ All-time Recommend Rate: 95%
GQ 2021 Recommend Rate: 97%
Number of Jobs in 2021: 90
Type of Firm: Design/Build
CEO: Tanya Donahue, Michael Donahue Sr.

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 start with a virtual consultation for the initial meeting to discuss the project with our clients . As the project is in development ,we will meet via zoom whenever possible and also sign final contract and specifications via sign easy . We set up a shared client folder in the cloud and all contracts , progress photos and calendars for the client as well as our Production Team .

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?:

We review our estimating monthly and make adjustments as needed . We then upload the updated tool to the Team . Anything already in the estimating funnel , we are doing more trade walkthroughs for estimates prior to the contract signing instead of using historical numbers for similar projects . We also communicate with the clients very early on that the projects costs are in constant flux and to expect multiple adjustments up to contract signing .

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?:

We have been diligent about checking stock and pre-ordering anything that seems like it could be a supply chain / lead time issue . This has caused us to have a multi-signing contract phase but it has helped us stay ahead of any issues and the clients appreciate our due diligence . At the end of the day , if it is communicated early on it is an explanation vs. an excuse. Things out of our control like appliances , we communicate with the vendor and price the appropriate trip charges into the contract .

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