Two Storey Building

by Emily Blackburn

Douglas Storey

Bolton, Mass.
GQ All-time Recommend Rate: 99%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 20
Type of Firm: Design/Build
CEO: Douglas Storey

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?

We are communicating more than ever with our customers, with our suppliers and with each other. We need to stay on top of everything. We are clear that this situation is different than before and must be treated as such.

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?

Every day I talk with new prospects. I call back within 24 hours, usually same day. I immediately complete a preclearance where I determine if they meet the criteria to be pursued further. 2/3rds of all leads are vetted and turned down in this first call. We have very specific criteria developed for those projects we will pursue which include size of project, location of project, type of project, scope of work, and compatibility with the customer. We are direct, honest and try to help the lead find another source, often through the local builder’s association. We also discuss our work backload in that first call so if a prospect is looking for a timeframe sooner than we can deliver we don’t lead them on.

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 have hired a project manage to assist with project deliverables in the office. We have solidified our trade partner relationships to be sure we have multiple partners in each trade that we can count on and are ready to help us with our project workload.

Related Posts

Leave a Comment

This website uses cookies to improve your experience. We'll assume you're ok with this, but you can opt-out if you wish. Accept Read More