Window World of Western Massachusetts, Inc.

by Emily Blackburn
Timothy Drost

Belchertown, Mass.
GQ All-time Recommend Rate: 97%
GQ 2021 Recommend Rate: 98%
Number of Jobs in 2021: 1773
Type of Firm: Full-service Remodeler
CEO: Timothy Drost

Business technology and business software are offering new ways for remodelers and home improvement professionals to improve client experience and customer satisfaction. In what ways are you using software or technology to improve client experience?:

We are using technology to create digital images of our customers’ homes so they can see their selected products installed on their home, such as siding, windows, roofing, doors. This allows our customers to better visualize and design these changes to enhance the look of their home, thereby making them feel more at ease with their design decisions and helps manage final product expectations.

Rising costs for labor and building materials along with higher inflation on everything else is forcing remodelers and home pros to raise prices dramatically. Tell us about the most effective ways you are passing along these rising prices to your clients?:

There are two ways we have been combatting rising prices. One is by developing a strong in-house installation apprentice and training program and not subcontracting any work, this has allowed us to control labor costs. The other is with buying regularly used materials in larger quantities for discounted prices.

Supply shortages have required you to ask clients to go back and pick another finish or building material. What are your tips for handing these product trade-off conversations?:

It’s all about being transparent up-front with our customers, explaining the current business climate, and setting expectations from the beginning of the project.

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