GQ All-time Recommend Rate: 98%
GQ 2020 Recommend Rate: 97%
Number of Jobs in 2020: 303
Type of Firm: Home improvement/Replacement
CEO: Patrick Knackendoffel, Beck Olson
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 provides every customer with expected timelines during the initial inspection, sales, and scheduling process. This is not only explicit in our signed agreement with our customers, but we communicate it to customers during the sales process. We also explain what variables could contribute to material delays. When people understand why material shortages and delays can occur on their project, they are much more understanding, flexible, and solution oriented.
Our scheduling and production team receives bi-weekly input from material suppliers regarding lead times on delivery and manufacturing of windows, siding, and roofing materials. If we learn this will affect a project timeline, we immediately contact the customer to notify them.
In regards to fluctuating prices, we provide 60 day terms on pricing where we have anticipated price adjustments into our estimate. We inform the customer that we have accounted for price changes in their estimate, and after 60 days, their pricing won’t just be subject to increase, it will certainly increase. Our customers are quite grateful that we educate them on the realities of price volatility. This empowers our customer to make the best decision for their circumstances. When are customers are well informed, they feel empowered to make decisions, and they associate that feeling with our brand.
Our customers were very grateful that we empowered them with the information that they needed to make a decision, even if that meant postponing their project. Quality information and honesty is good for business. It’s really that simple.”
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?
“Our Project Consultants are specifically trained to identify project types that are not consistent with our service or product offerings. We explain to customers during our initial inspection/measure that we believe that they would benefit most from hiring a company that specializes in their request. We then provide our customer with names of companies that may be a better fit for their project than WestPro. We also explain that hiring a specialist for their project will likely be more cost effective than hiring WestPro, if their project requries a trade in which WestPro does not specialize.
Our customers are always very grateful for the advice we provide, even if this advices means not hiring WestPro.”
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?
“Overworking a short staff is never a smart solution. Our focus in 2020 was to re-commit to some basic systems and processes for our staff. This involved some refresher training, and some modest technology investments. We found success by ensuring that our team was re-trained on basic processes and workflows to ensure they were being truly efficient with their time.
It was a good lesson for us. Sometimes getting back to some operational basics improves team work and efficiency. The key is to prioritize this type of training even when staffing levels feel comfortable. That way we are making basic training a priority even when we are not being “”force to”” by a a limited staff.
Discipline beats motivation every single time. For WestPro, 2020 was a good reminder of this principle.”