GQ All-time Recommend Rate: 98.57
GQ 2019 Recommend Rate: 97.44
Number of Jobs in 2019: 85
Type of Firm: Full-service Remodeler
CEO: Ronald Dimon
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?
Communication is always key, but especially when in person meetings are limited. Some of the additional measures included: calling to schedule contact-less drop off/pick up of project information, implementing Zoom video sessions to discuss project information, entering the home through designated points to limit contact, leaving notes as a means of communication, etc.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
Dimon Construction now uses Zoom to conduct virtual meetings. Prior to the meeting, relevant information to the Zoom meeting would be sent to the client via email. This way the client could review drawings, specifications, etc. ahead of time. During the meeting, “screen sharing” allowed the salesman to show real examples of what he/she was proposing. Having visual examples greatly helps the client gain a better understanding of the end result. Instead of having a client try to describe the situation in their home, as they would have to do over the telephone, Zoom allowed them to virtually show our salesman their exact situation. Having the exact information allows our salesman the ability to formulate a specific plan to meet their needs from the start, without having to speculate. Overall, the customer is getting faster and more accurate information!
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 be the most accommodating to each customer’s needs. From the initial phone call, the prospect client would be asked what they would be comfortable with at that time, and would be informed of the safety measures that we were currently taking. This way we knew what to expect, and so did they. The “”guessing game”” was eliminated, so our clients didn’t have to worry. As far as the ongoing projects, we kept them up to date as far as our abilities, and when we thought we could resume work. We always kept good communication, such that our customers knew we were still there for them and their project.