GQ All-time Recommend Rate: 98.45
GQ 2019 Recommend Rate: 97.54
Number of Jobs in 2019: 122
Type of Firm: Home improvement/Replacement
CEO: Tim Sockwell
The COVID-19 pandemic changed homeowner interactions. What measures do you use to signal an extra level of care when working in or around a client’s home?
As soon as pandemic began shutting places down, we implemented a few new strategies for our sales team. We began offering online sales appointments where the sales team member could setup a virtual meeting with the homeowner to discuss their replacement project. This allowed us to keep any appointments we had previously set, while also giving us more flexibility on appointment times.
The second strategy we set up was social distancing appointments. These consisted of a regular face to face meeting out in the customer’s driveway, but at a safe distance. The sales team member is able to show the customer the sample window (wiping it down first) as well as see the customers home in person. This allowed us to continue the personal meetings while keeping our staff and customers safe.
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
We had began to use online virtual meetings with our customers a few months before the pandemic began just out of convenience to some of our customers. This allowed us an easier transition to more virtual appointments. To go along with these, the online quoting software we use (One Click Contractor) made the process of remote quoting much easier for our team. The digital format meant it was easy for us to build and send out the quotes to the customers without having to go out to their homes. the customers would receive their quote in an email and be able to review it for any necessary changes.
What was your message to clients with projects in progress in order to keep them happy and satisfied during the uncertainty of the stay-at-home period?
We gave our customers the option to postpone their installations until they felt comfortable having someone in their home, or we could come out as scheduled with our crew in Personal Protective Equipment. If they chose to keep the scheduled install, we made sure to inform them we would be wearing the PPE and also wiping down and sanitizing any surfaces we came in contact with.