Eden Prairie, Minn.
GQ All-time Recommend Rate: 98%
GQ 2021 Recommend Rate: 98%
Number of Jobs in 2021: 381
Type of Firm: Home improvement/Replacement
CEO: Kristen Stamman, Terry Stamman
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 offer design services utilizing the technology available through home improvement software platforms. This has greatly enhanced the home design experience for our clients. Being able to visualize their homes has helped in design decisions. It enables us to offer more options for clients, and it helps them feel comfortable with their design decisions because they can see an accurate depiction of what their house will look like.
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 try to give people as much warning as we can about upcoming price increases. Because of the good relationships we have with our vendors, we do get notice of upcoming price increases ahead of the public, and we can pass that information along to our customers. We give them a deadline for decision making in order to not get hit with a price increase. This has sped up the decision to buy for some, and for those who cannot make a decision by the deadline, they go in with the expectation that their project will cost more.
Our bids used to be good for 90 days. We have shortened that time frame drastically because of the volatility in the market. The decision date deadlines we give people have helped dramatically. If someone does not make a decision by that deadline, they pay higher prices. We have not gotten much push back from people on this. I think people do understand what is going on in the marketplace today.
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?:
Before product decisions are made, we discuss the various product lead times with clients. People that choose products with longer lead times know what they are getting into. The best tip we have here is to have those conversations right from the beginning, even before you give pricing. If someone doesn’t want to wait 6 months for a certain brand of window, don’t even propose it.