Little Rock, AK
GQ All-time Recommend Rate: 99.20
GQ 2019 Recommend Rate: 100
Number of Jobs in 2019: 57
Type of Firm: Home improvement/Replacement
CEO: Jimmy Russell
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?
First, we had all of our 25 employees come in for meetings and training. Paramount too us was making sure they all knew the importance of complying with our new protocols.
Second, we published on our website homepage our new job site protocols plus our new showroom procedures we implemented. Our goal was to make sure the public knew we were open but also to make sure they felt comfortable to continue to come to our showroom.
Fast forward over two months all of our Covid 19 related implementations have been successful and well received.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
We are very fortunate that our state ( Arkansas) was not completely shut down and all construction was deemed essential. This designation enabled us to continue working and we had a high percentage of our potential customers were still willing to come in for face to face presentations conducted in our showroom.
We had very few zoom presentations but stand ready to go that way if coming to our showroom is not an option or makes them uncomfortable.
We utilize new technology by using Hover and give them a A Plus in what it does to help us close more sales.
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?
We did suspend or place on hold 7 jobs that had window and door replacement. Mostly due to our customers working from home or their children doing online schooling from home and the disruption from removing windows and doors would be too annoying. We did resume these jobs after a two month delay.
Thankfully we had several jobs on the board and ready to go that were outside work only ( siding and decks) and were able to keep these jobs going while we waited to access the situation.
All of our clients were very appreciative of the extra steps we took to comply with the CDC and health designations.