GQ All-time Recommend Rate: 98%
GQ 2020 Recommend Rate: 100%
Number of Jobs in 2020: 113
Type of Firm: Home improvement/Replacement
CEO: Tim Sockwell
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?
Whenever we meet with a new customer, we are always upfront about what the remodeling industry is going through right now with delays and prices. Most customers understand and know it might take a little longer than normal for their job to be completed.
We have also been reaching out to customers that we know want to complete a phase two (or three) this year letting them know that lead times are long right now. We are trying to get them to get the projects rolling a little earlier so they can still meet their goal of when they want the project completed.
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?
We have been fortunate to be able to continue to grow and not have to decline any jobs due to being maxed out. We have had a few cases where the client is outside of our work zone or the job they need to have done does not fit into the type of work we do. In these cases, we always inform the customer upfront and we will even suggest other companies that do serve the area or will handle the type of job they are looking to have done.
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 worked to restructure our current staff into new roles to help manage workflow and make the process from start to finish a lot smoother. While each team member might have a little more work on their plate, the process is much more streamlined. We have also been fortunate to be able to hire new staff to take on some of the new work.