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Ep.48: A View From the Client’s Seat

Client satisfaction is a huge component of making any business successful. Remodeling has an extra personal factor — your team and your subs are in a client’s home every day. Most of the time, the homeowners are living in and around your job site.

Understanding their experiences, asking questions about what they really need, and figuring out how to solve their problems makes for a better customer experience.

In this episode, Andy and Rachel Blackledge talk to Tim and Steve about living through their kitchen remodel, and what made things better.

Andy and Rachel Blackledge own a home in Scottsdale, AZ, which was built in the 1950s. Their kitchen was outdated, and was in desperate need of remodeling. They called Rosie on the House to bring their plans to fruition.

They talk about how important the weekly meeting was to their project, how expectations were set throughout the job, and the power of listening and acting, including:

  • How they prepared
  • Working from home during the job
  • Why it’s important to tell people when utilities will be cut off
  • Introducing subs to the clients
  • Helping clients live through construction
  • The simple things your team can do that can make clients’ lives easier
  • The Sales to Production handoff from their point of view
  • And more …

A key takeaway is using your experiences with past clients to better prepare new ones for the inconveniences and challenges of living through a remodeling project.

Keep the Suggestions Coming!

This episode topic was suggested by our listeners — and we want more! Send your ideas about topics or guests to Tim at tim@remodelersadvantage.com.

Ep.11: Successfully Utilizing the Lead Carpenter System with Sean deLaunay

Tim has been an evangelist for the Lead Carpenter System for almost 30 years and speaks on the subject extensively as he tours the US and Canada.

As emerging remodelers grow quickly and transition from one truck, one job and limited crew to multiple jobs happening all at once, the Lead Carpenter System meets the demand of, and addresses the importance of, having someone onsite driving production and insuring client satisfaction.

In Episode 11, Tim and Steve explore the various aspects of the Lead Carpenter method and welcome Sean deLaunay to the show to talk about how his firm, Winn Design + Build, successfully utilizes the system.

Sean is the Production Manager at WINN Design+Build, an award winning, successful remodeler in the very competitive Northern Virginia market just outside of D.C.

According to Winn’s website, construction has been a part of Sean’s professional career for nearly 20 years. Sean works closely with Winn’s design team to provide critical input on the architecture as well as value engineering and budget preparation. As the Production Manager, he specializes in construction management and oversees Winn’s production team through the entire construction process with his main focus on client satisfaction.

Tim, Steve and Sean talk extensively about the Lead Carpenter System that Sean inherited when he joined Winn Design + Build. Their discussion includes:

  • Benefits and challenges to using the Lead Carpenter system
  • Where is it a good fit? Where is it not?
  • The importance of value, quality of work, customer relations, etc.
  • Role and responsibilities of a Lead Carpenter within Winn’s system
  • Proper client engagement and running efficient client meetings
  • Support needed from the home office
  • How to identify / hire the right person to fill the role
  • And more…

To learn more about Winn Design + Build, visit their website: https://winndesign.com/

 

Super Early Bird Registration for the 2018 Production Conference Closes June 15! Save $200 By Registering Today!

After an amazing turnout last year (more than 100 attendees) we are excited to host the 2nd Annual Production Conference, held alongside the 2018 Remodelers Summit in beautiful New Orleans, coming up in September. Register Today!

 

 

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