Maryland Remodeler Grows Business Through Balanced Communication

Filed in Awards, Business Management, Remodeling by on July 24, 2018 0 Comments

remodeler of the month

Savvy business owners know that to achieve and maintain success, it’s essential to continually adapt to evolving markets. Someone who knows this as well as anyone is the latest NAHB Remodeler of the Month, Joe Smith CGR, CAPS, CGP, managing partner of Owings Home Services in Eldersburg, Md.

“Change is truly constant, [so] we are continuing to advance the company by adding value and services to stay fresh,” Smith said.

With abundant information at their fingertips and seemingly countless decisions to make, Smith said today’s consumers are increasingly reaching the “point of information overload,” which can be daunting. But Smith’s company is trying to change that.

“We’ve focused on making it less overwhelming for the customer by adding to our product and service offerings, because the more we can do to minimize client anxiety, the better their experience is.”

Much of his strategy is also built around enhanced communication with the client. That doesn’t necessarily mean more communication is needed, but rather, the right balance of communication.

For the past several years, Smith’s company has used a web-based communications platform, giving his clients the ability to communicate with him and his staff 24/7.

“But we emphasized to our staff the importance of personal communication with our clients, which is best for maintaining our customer relationships,” Smith said. “We’ve found that the right balance of both communication processes has proven to be a positive benefit for all.”

Smith also attributes much of his success to the “invaluable business and management lessons from NAHB classes,” as well as his involvement over the years with other leaders of local executive boards and remodeling councils.

Read more about Smith’s approach to business success in a recent Q&A with Qualified Remodeler.

Know a professional remodeler who takes remodeling to the next level? Nominate him or her for NAHB Remodeler of the Month.


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