Started prior to the recession as a concierge service for people buying and selling homes, House to Home Solutions has transformed itself over the last five years into a high-end design/build remodeling company. But it hasn’t been easy.
“Our top challenge is explaining to potential clients that there are contractors you might find who underprice and exaggerate what they can deliver,” says Daniel Carrero, the firm’s president. “I must educate them on the reality of the construction industry. I don’t want to ‘sell’ a client, I want to partner with them on a project.”
Based on the company’s numerous customer-service awards—Best of Houzz Service 2016–2019; Angie’s List Super Service Award 2013–2018; Best Picks Report 2014–2019, to name a few—that partnership mentality seems to be working.
It’s not just customers who are treated as partners. Carrero works with employees, subs, trade partners, and vendors with the same collaborative spirit, which in turn benefits his clients. “I don’t want to bark orders at a sub or a vendor. I want us to work together and learn from one another,” he says. “I have worked hard on building a network of subcontractors and trade partners that assists in providing a higher level of service to our client.”
Along with all the accolades, Carrero also enjoys a 70% repeat and referral rate “because we build those relationships.” The building starts with a design/build process that includes a design showroom and a level of “hand-holding” customized to each client. Buildertrend provides a customer portal to track the job as it progresses. The relationship building continues well after a job is completed, too, with efforts such as monthly newsletters and an ongoing educational series in which Carrero brings in experts to discuss remodeling trends and products.
“We’re trying to lead this industry in the right way and build those partnerships with clients, subs, and vendors and take the company to the next level,” he says.
