Mar 26, 2024
Episode: 47
The Initial Phone Call – Our Meet & Greet

Skip the home visit hassle! This episode explains why Geoff uses a quick phone call to save you time & find the perfect fit for your project. Even get a free consultation!

This week, we begin a new series entitled “Why do we…?” With over 25 years of experience now officially under our belt, we’ve honed a set of processes and methodologies that shape how we interact with our clients and run our business. Today, we kick off this series by addressing a fundamental question: Why do we start our process with an initial phone call rather than immediately visiting the client’s home?

I’ll refer you back to Episode 33 entitled the “Meet & Greet for additional detail, but maybe the first key element of this concept is quite simply that an initial phone call to get an understanding of the project allows both the client (as well as us) to engage in a way that let’s each side determine if there is an initial fit, both in terms of a personality fit, as well as with regard to the scope of work. My wife said our first date wasn’t really a date… it was simply a “meet and greet”. This phone call serves as a low pressure “meet and greet” of sorts, giving each side a chance to meet the other and discuss the project at a high level.

There are times this call is 10 minutes and at other times this call can last an hour. We place no time limit on it. We simply use the call to get to know one another and ask a few specific questions, then let the conversation go where it may!

Efficiency Matters For Everyone:

As a homeowner, we know you have a busy schedule, sometimes balancing work and family. Any time we can save you initially while still being helpful is generally viewed as respectful and appreciated.

Selfishly on our end, we receive well over 500 calls each year from individuals interested in discussing potential projects. Despite being a larger remodeling company, we still operate as a small business and it is always a challenge prioritizing the efficient utilization of our resources. Starting with a phone call allows us to gain crucial insights into the project, establish rapport, and assess whether we’re a good fit for the client’s needs. You would be incredibly surprised how many client’s just want some initial information and would really prefer for us not to come our right away. Probably 25% of the people who call are not yet ready to do a project, but are just beginning their process. These clients see a contractor wanting to come out as a high pressure move. We don’t want to be that type of partner!

Empowering Clients:

We have come to learn over the years that embarking on a remodeling project can be daunting and even overwhelming for clients who may have varying levels of familiarity with the process and its associated costs. By initiating the first conversation over the phone, we can provide clarity and guidance, often helping clients navigate their ideas, expectations, and budget considerations simply by taking the time to have a conversation about their project.

Tailored Approach:

During the initial call, we do ask a few very specific questions to gauge the client’s product preferences, preferred timeline, and sometimes we will even get into budgetary discussions (if the client wants to know what we think the project may cost in round numbers). The answers to our questions gives us the information that allows us to tailor our approach and provide informed feedback, ensuring that both parties are aligned and most importantly, making sure we don’t lead you astray.

One quick example. We ask how long you plan to stay in the home if you do this project. Why? Well, we don’t need to recommend a luxury master suite overhaul in a home you plan to stay in for 1-2 years. That’s not a wise investment. Conversely, if you tell us it is your forever home, we would likely suggest including whatever you want in your renovated space because you aren’t doing it for resale… you are doing it for you! Asking the right questions really does matter!

Flexibility and Professionalism:

We emphasize flexibility in our interactions, ensuring that clients feel valued and supported from the outset. While the phone call serves as an initial checkpoint, we remain open to addressing any questions or concerns that may arise throughout the process, regardless of whether the client ultimately chooses to work with us.

It is not uncommon for us to tell a client in that initial call that they can reach out to us with questions, even if they don’t use us for the project. There are not enough nice people in the world. We aim to fill that particular gap, regardless of whether someone chooses to use us for the project.

Long-Term Relationships:

Our commitment to transparency and integrity extends beyond securing immediate projects. We view each interaction as an opportunity to build lasting relationships, recognizing that some clients may not be ready to proceed immediately but may return in the future when the timing is right.

We once had a project where we talked to the clients for 7 years! That is not a typo. Every couple of years, the project would get revisited. Eventually, it happened!

It is not uncommon for us to tell a client in that initial call that they can reach out to us with questions, even if they don’t use us for the project. There are not enough nice people in the world. We aim to fill that particular gap, regardless of whether someone chooses to use us for the project.

Conclusion:

At our core, we strive to be more than just a remodeling company—we aim to be trusted partners in our clients’ journey towards transforming their living spaces. By starting with an initial phone call, we lay the foundation for collaboration, ensuring that every project receives the attention and care it deserves.

We once had a project where we talked to the clients for 7 years! That is not a typo. Every couple of years, the project would get revisited. Eventually, it happened!

It is not uncommon for us to tell a client in that initial call that they can reach out to us with questions, even if they don’t use us for the project. There are not enough nice people in the world. We aim to fill that particular gap, regardless of whether someone chooses to use us for the project.

Apr 19, 2024
Why Do We Do a Podcast?
Apr 15, 2024
Episode 49 : Why Do We Do Both Large And Small Projects?
Apr 9, 2024
Episode 48: The Remodeling Selection Showroom – Our Differentiator
Mar 19, 2024
Episode 46: Renovating A Newly Purchased Existing Home
Feb 27, 2024
Episode 45: Make Sure You Don’t Overspend Before Selling Your Home
Feb 20, 2024
Episode 44: Making Smart Decisions When Building Your New Home
Feb 13, 2024
Episode 43: Navigating Change Orders In Your Remodeling Project
Feb 6, 2024
Episode 42: Balancing Form & Function In Your Remodeling Project
Jan 30, 2024
Episode 41: Exploring Window Options As A Homeowner
Jan 23, 2024
Episode 40: Embracing Mistakes: A Path to Trust & Lifelong Partnerships
Jan 16, 2024
Episode 39: Where Have All the People Businesses Gone?
Jan 9, 2024
Episode 38: What Makes A Good Client?
Dec 26, 2023
Episode 37: We Will Not Sell Anything We Would Not Buy Ourselves
Dec 18, 2023
Episode 36: The Demolition Phase
Dec 12, 2023
Episode 35: Remodeling & Dribbling Are Exactly Alike!
Dec 5, 2023
Episode 34: You’ll Care About Our Company Culture When We Work In Your Home
Nov 28, 2023
Episode 33: The Meet and Greet
Nov 21, 2023
Episode 32: Understanding the Logic Behind Remodeling Payment Structures
Nov 14, 2023
Episode 31: Latest Trends in Front Doors
Nov 7, 2023
Episode 30: Be Nice
Oct 31, 2023
Episode 29: Cost vs Value in Home Remodeling
Oct 24, 2023
Episode 28: A Day in the Life of a Remodeler
Oct 17, 2023
Episode 27: Financing a Remodeling Project 
Oct 10, 2023
Episode 26: Small Kitchen, Big Transformation
Oct 3, 2023
Episode 25: An Exciting Transition

Have you checked out our Remodeling Unscripted community?

Remodeling Unscripted

A podcast for remodeling industry owners and homeowners. Geoff Horen, a home renovation expert, hosts the podcast, which includes real remodels, challenges, and talk. The podcast is available on Apple Podcasts and YouTube.

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