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.