Rock & Tait

by Emily Blackburn

Chippewa Falls, WI
GQ All-time Recommend Rate: 98%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 405
Type of Firm: Full-service Remodeler
CEO: Kane Rockow

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?

Creating an honest and open dialog with our customers is the key to a positive home improvement experience. We are upfront about the current and potential challenges. We swiftly create bids and orders to minimize the fluctuating costs and delays. Now more than ever, businesses customer service are being tested. We are able to maintain a great relationship through these trying times by engaging in consistent open communication with each client through phone calls, text, email and personal meetings.

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?

Occasionally, we are faced with a project where the customers expectations (e.i. budget, feasibility, timeline) do not match within our abilities. Recognizing and acknowledging that we are not a good fit for each other at this time and leaving the prospects home with mutual respect has been a learned ability. It is better to walk away from a project then to over-promise and under-deliver.

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?

This is exactly what is happening within our business as we speak. We have not added any more employees to our staff, but we have added equipment such as dump trailers, tools, and trucks to help with the work load. Breaking into smaller crews, we are able to service our customers and have greater flexibility to adjust our staff and customer jobs around more freely.

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