2012 Top 500 Remodelers Respond
6. While our core values and commitment to customer service remain the same, we’ve grown exponentially in the past few years. We’ve expanded into new locations and regions, including our upcoming foray into the Midwest with the opening of a Chicago location, and have introduced new products such as roofing. We’re excited to continue that growth in 2013!
#343
Craig Huseby
Huseby Homes LLC
Nashville, Tenn.
1. I believe that all small business has principles and characteristics that transcend current cycles and even our lifetimes, such as the power of earning our clients’ trust and referrals. Specifically the remodeling business requires us to do what we say we will when we say we will do it and that we do it well. As remodelers we are almost guaranteed that unforeseen problems will arise on every job and we have choices to make in how we resolve them.
While the basics are the same and should be the center of our focus, the remodeling business has dramatically changed over the past several years. Prior to the ‘08 downturn, our clients had a lower set of expectations for us and our competition was not as hungry. I remember that most of my potential clients were sufficiently impressed that I showed up for sales appointments and presented estimates in an expedient fashion, that I normally was awarded the job. Currently homeowners are doing more homework, interviewing more builders, and expect an exceptional value. One of the greatest challenges is that many competitors are presenting unrealistic budgets and are selling cheap. While these companies will likely not survive long term, it causes us to meet with more clients in order to be paired with good clients that appreciate our professional approach.
I do not think this is simply one more cycle in a series of booms and downturns. I think the overall recovery is and will be a slow and long road. I do not anticipate significant changes in the overall remodeling market over the next 5 years. I always thought it would be at a ten year slump and slow recovery.
Despite the reality of the changes, I am extremely optimistic that good opportunities are present for all of us. The market forces us to become better and to be visionaries in relation to the adjustments we need to make to find strong business niches and long term success. Our company is definitely a different company that it was in ‘07; it is a better company that has matured and has the confidence that we can navigate any change or challenge as we believe we can meet all of our goals.
2. Our company has thrived and we believe it is because we truly believe we are able to be successful. It is more than positive thinking or simply being energetic or having great customer care, it is a deep rooted confidence that whatever the challenge there is an answer and there is an avenue for our company to not only succeed but thrive. Remodelers that have succeeded and beat the odds must have good foundations that started long before the recession and are willing to tenaciously pursue new goals and new ways of doing business. We are not able to fake it; people are perceptive and know when a group is confident. We truly believe we are great at what we do and that we will have better opportunities each year. We must go up because it is very difficult to “maintain.” I believe that those who plan to maintain usually lose ground.
Furthermore a characteristic that is very important, in addition to true confidence, is creativity. I believe that those who are thriving are not going about business as usual and are constantly collaborating and thinking of creative ways to increase market share and do things better.
Another characteristic of the companies that are thriving is an intense effort to care for our clients. It is surprising what some companies will do or not do in the arena of customer service in this market. We have been very intentional about not leaving any of our clients unsatisfied; if they share any areas of dissatisfaction we do something to change that no matter what the cost. The cost of unsatisfied clients is far more costly than the cost of making it right even if we feel our clients may be wrong.
