West Chester, Ohio
GQ All-time Recommend Rate: 100%
GQ 2021 Recommend Rate: 100%
Number of Jobs in 2021: 23
Type of Firm: Home improvement/Replacement
CEO: Tony Knutson, Randy Wolf
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 programs to enable homeowners to see colors and products on pictures of their actual home. We also use various forms of communication throughout the process. The best form of customer satisfaction and client experience is hands on. Automated systems and software have their place, but it’s nothing like personal interaction.
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?:
Simply by being honest, we are able to pass it along. The majority of people understand inflation, and the effects it has on the construction industry. We raise prices along with our suppliers.
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 rarely have them, but when we do, they are understandable. It’s simple for us. We will wait as long as you want to, but the customer has to decide. If they want something that won’t be available for 16 weeks, then they will have to wait. If you’re upfront with them from the onset, and set expectations immediately, things go much smoother.