The Board Store Home Improvements, Inc.

by Emily Blackburn
Miles Wilkins

La Crosse, Wis.
theboardstoreonline.com
GQ All-time Recommend Rate: 97%
GQ 2021 Recommend Rate: 97%
Number of Jobs in 2021: 983
Type of Firm: Home improvement/Replacement
CEO: Miles Wilkins

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 several different programs to reach out to our current customers and potential customers to make sure they know we appreciate their time. We keep in touch via email, text and phone after unsold appointments to make sure these leads are not dropping off our radar and we thank everyone for their time. We keep in touch with customers to say thank you and ask if everything went well or if there is any feedback they would like to supply to help us perfect our processes and to ask if there is anyone they would like to refer to us for their next home improvement project. We use automated systems to do this so we are sure it happens in a timely manner.

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 believe that once a price is quoted to our customers we need to honor the price they signed for. That might not always be the most profitable avenue for us but we believe our integrity gets a boost since we are not changing our price midstream. We are adjusting our pricing with increases as quickly as they come in, but sometimes the calendar and that change do not coincide with the contracts we have signed in that timeframe so we adjust as quickly as possible without punishing our customers for it.

We have adjusted the timeframe that our quotes are valid for also to account for the ever changing pricing landscape.

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 found that most everyone is very understandable about the situation we are currently experiencing. Some conversations take a little more finesse than others but people realize we want to get their jobs done just as much as they want them done so we work through these issues on a one by one basis. We also share projected lead times with our sales staff in our weekly meeting and make them aware of any issues as they arrive so they are very well informed when presenting available options to their customers.

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