Scottsdale, Ariz.
rosieright.com
GQ All-time Recommend Rate: 100%
GQ 2021 Recommend Rate: 100%
Number of Jobs in 2021: 7
Type of Firm: Design/Build, Full-service Remodeler
CEO: Rosie Romero Jr.
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 use cloud based project management systems, primarily Buildertrend, to provide our clients with a modern client experience. We create daily logs, include pictures of job-site activities, load selections, provide scheduling and financial tracking, all in their homeowner portal. We also use design software, like Chief Architect, to create renderings during the design process that allows the client to actually see the design come together. These systems provide a well documented and designed project that all of our clients appreciate.
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 maintain regular communication with our trade partners to stay on top of costs. This has helped to keep up with the pricing increases. On shorter projects this allows us to complete the scope of work and construction contract, closer to the start of the project. Categories with a lot of price movement are put into allowances (i.e. cabinets, countertops, doors). In our construction contracts we do also specify that materials are subject to price increases. If a material increases significantly from the time of the contract signing to installation we discuss with the client and create change orders for the additional cost. We also have increased vendor pools and supplier resources to look for any cost saving measures for our clients.
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?:
Making sure that the client understands the potential impact of waiting for their first choice, if it ever becomes available, is very important. Most people don’t want their project completion delayed and are very willing to look for substitutes. During the design process we regularly communicate the fact that due to ongoing supply chain issues we may have to make relatively last minute changes. This sets expectations early so that a needed change isn’t a foreign idea to the client.