The Board Store Home Improvements

by Emily Blackburn

CEO Miles Wilkins

La Crosse, WI
GQ All-time Recommend Rate: 97.36
GQ 2019 Recommend Rate: 96.91
Number of Jobs in 2019: 926
Type of Firm: Home improvement/Replacement
CEO: Miles Wilkins

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?

We have asked customers to either not be home or to confine themselves to a part of their home that we are not working in so that they are not in our space and we are not in theirs.

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 offering virtual meetings and virtual tours of our showroom to potential customers as well as sending documentation of proposals and contracts via email if so requested by a customer. We have instituted the use of One Click Contractor for some of these purposes.

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 told them they were in control of the situation…if they wanted us there we were happy to oblige while following CDC recommendations. If they did not want us there we were willing to put them back in the schedule with the understanding that we would continue to check back with them to see when they might feel more comfortable about us being in their homes. Most people were good with continuing to have installations done.

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