Des Moines, IA
GQ All-time Recommend Rate: 100%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 44
Type of Firm: Home improvement/Replacement
CEO: Brad VanWeelden
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?
It is very difficult right now to ensure we will have the products and accessories chosen available, and the labor to complete the projects at the same cost as when a project is initially sold. We are turning down clients to keep start and completion dates closer to sales dates. Instead of selling 3-4(or more) months out, we are trying to keep lead time to 60-90 days. We are also trying to help get products selected as quickly as possible, which allows us to work with vendors to lock some pricing in. Buying accessories in quantity helps us control pricing and availablilty on those items for longer periods of time.
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?
This is really difficult for us right now. If someone inquires, we ask immediately when they would like their project to be completed. We also factor in if we have worked with them previously. If we can’t get to it soon enough, we try to give them some other options if possible. We have to be pretty selective on what we take on, and it is sometimes tough for clients to understand without taking personally sometimes.
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 are trying to take on a few less projects so we can ensure quality control for the clients we are working with.