When Dan Webber decided to pivot from home building to kitchen and bath renovation in 2008, he knew he had a secret weapon: His daughter, Jessica. “Normally with a kitchen and bath remodel, we’re talking to a housewife,” says Dan. “It’s a huge advantage to have Jessica with me. People like to see a dad and daughter working together.”
Of course, Jessica is more than just a comforting presence. She’s also the only accredited kitchen designer in the area. “That lends the team a lot of credibility,” Dan adds.
Adding to that credibility is a rock-solid schedule every customer receives once a job gets started showing what’s going to happen each day. As work progresses, daily customer emails review the day’s work and what to expect over the next several days.
Dan says the company has only missed the schedule once in the last three years due to an ice storm. But even then, the team came so close to making the schedule, the customer gave them a surprise. “That’s the only time we’ve gotten an unsolicited cash bonus of $2,000,” Dan says. “We were just flabbergasted.”
One reason the company can hew to schedule is that it also makes its own cabinets. That, plus Dan’s secret weapon. Jessica works with clients ahead of time to pick out all materials and plan the project down to the smallest detail. “We work really hard on the front end to finalize those decisions and think through everything,” Dan says. “We try to eliminate surprises.”
-- The Webbers use Evernote Pro to keep customers and crews in the loop on projects. Jessica says each job gets its own notebook that includes the schedule, job details, contact information, even pet’s names. “A lot of times delays are caused because you don’t know what to do and you don't have the information,” Dan says.
-- Jessica writes an “Ask the Cabinet Lady” column for the local paper that serves as a springboard to new customers. “A lot of people tell Jessica they read her column every week, even though it’s every other week,” Dan laughs.
-- When a new job starts, all neighbors get a complimentary broom next to their mailbox with a company branded note explaining what’s happening and letting them know that crews will be making efforts to keep the jobsite—and the neighborhood—clean throughout the project.