Timberland Exteriors

by Emily Blackburn
Paul Trautmann

Stillwater, Minn.
GQ All-time Recommend Rate: 100%
GQ 2021 Recommend Rate: 96%
Number of Jobs in 2021: 220
Type of Firm: Home improvement/Replacement
CEO: Paul Trautmann

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 have always been on the forefront of technology trying to make the customer experience as complete as possible. From 3D home design to virtual imagery, the more we can show our customers what the final outcome of their project may look like the better understanding we all have before we begin.

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?:

Rising pricing is a challenge with the materials as well as shipping and supply. We try to set the expectations with our homeowners that once their order is in our system, our price to them remains unchanged. It then becomes our responsibility to complete the project in a timely manner. We are given terms with our suppliers that as long as our orders are in after our time of sale, our price remains unchanged for us. The larger challenge is to explain to homeowners, who may not be ready to start their project, that next month it is likely going to be more expensive.

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?:

Never do I want my homeowners to sacrifice quality for cost. We have had homeowners who have had luxury shingled damaged on their homes and the materials have not been available. Not discontinued just not currently in production. As long as the homes are safe, I encourage homeowners to wait patiently for the materials to arrive. We have had homeowners wait almost 2 years for the correct roofing product to arrive who have a far better look than their neighbors who rushed just to get the project completed quicker.

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