The Cleary Company
GQ All-time Recommend Rate: 96%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 112
Type of Firm: Design/Build, Full-service Remodeler, Home improvement/Replacement
CEO: George Cleary, Aaron Enfinger
1. Demand for services is stronger than ever. Supply delays are widespread. Building product prices are rising. Please name the concrete steps you take to keep customers satisfied as timelines and prices are fluctuating?
Constant communication with our Team and our clients. As well as setting realistic expectations with our clients up front. This is extremely important in the Design-Build side of our business since projects take 4, 6 or even 12 months to develop depending on the scope of the project. Our Production Team utilizes Build Trend for project schedules. Collaboration with our entire Team is key for checks and balances and keeping the schedules updated and on track.
2. A good remodeling or home improvement firm knows the limits of its capabilities to take on additional work. What do/would you communicate to clients when you cannot handle their job and must decline their inquiry?
“We begin with a discussion over the phone to “”prequalify”” to make sure they’re a good fit for our process and current timelines. We then also spend an hour or so in their home “”interviewing”” them to further gage engagement and willingness to collaborate in our process.
If they are not we do our best to recommend another company or better yet refer them to the local NARI chapter’s website directory.”
3. During busy times like these, operational adjustments are needed in order to take on more work, often with the same level of staffing. What steps have you taken to ensure a quality experience despite the added workloads for your team?
We’re in growth mode even before the challenges of 2020 so recruitment of new talent is ongoing, 365. First we added an additional service (Home Services) to handle projects that were a good fit but didn’t necessarily need our design process. Now with 3 services offered (Design-Build + bathroom remove & replace + Home Services), we’ve been able to allocation production talent between project for great efficiency as well as subcontract out certain aspects of the project to trade partners (drywall, painting, hvac, plumbing, electric, etc).