General InformationPress “7” To Bash Your Head Against A Wall

June 13, 2020
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Getting An Actual Human Being On The Phone At A Remodeling Company Can Be A Nightmare.

At Solid State Construction, Talking To Someone Is As Simple As Dialing (508) 581-3798.

BY ERIKA BARNISH, CFO

I won’t sugarcoat it: Many Central MA remodelers need to up their phone game… desperately. Unanswered calls, unreturned voicemails, and automated menus are unfortunately the norm in this industry.

But why?

With smaller companies (the kind with only a handful of employees and installers), it’s a lack of manpower. They just don’t have the staff to answer the phone consistently.

In many of these cases, the company’s official phone number is the owner’s cell number. That’s not necessarily a bad thing. But it probably means the owner wears 27 different hats in the company. And if the owner wears 27 different hats in the company, good luck getting them to answer your call.

With large remodeling corporations, the reason for poor phone communication is that they just don’t care about you. Sorry, but it’s true! It’s why they make you go through 10 layers of automated menus to reach a living, breathing human being. Your “pot of gold at the end of the rainbow”? You might get to talk to an unhappy, underpaid customer-service representative who might be nice if you catch them at the right time.

Or you might get kicked to voicemail.

We’re The MetroWest Remodeler That WILL Pick Up When You Call

We’re a large company—one of the biggest privately-owned exterior remodelers in New England. But we’re the polar opposite of the cold, impersonal remodeling companies in our size range. That’s why a pleasant, positive, passionate PROFESSIONAL will answer when you call us.

When you call, our Internal Sales Coordinator Alex will likely pick up the phone. Alex is happy to answer your questions, discuss your project, set an appointment, or direct your call to the appropriate department. We chose Alex as our Inside Sales Coordinator because of his extensive industry knowledge, enthusiasm for helping others, and overall friendly personality. He’s literally as excited about your remodel as you are, and he can’t wait to help you.

What happens when Alex is on the phone with someone else when you call? You don’t get dumped to voicemail. Instead, your call is immediately forwarded to a qualified team member who is available—including me.

I might be Chief Financial Officer, but I ALWAYS make time for customers. Nothing is more important than helping homeowners like you—period. That sounds cliché, but it’s true. It’s why I know a very large portion of our 1,500+ customers by name.

Just a few weeks ago, in fact, Alex was on a call with a customer when another call came in. I answered, and it was Susan, a woman whose siding we replaced in 2014.

As soon as she said her name, I instantly knew who she was. I asked if she was still satisfied with her siding, how she was doing, and how I could help her. She said she still loved her siding and was calling about replacing her roof. We talked like old friends for a good five minutes. I then scheduled her for a roof inspection and quote.

It was that easy for Susan. She didn’t have to go through eight “press-this-number” automated menus. She didn’t have to leave a voicemail. She didn’t have to wait for us to return her call. Within 10 seconds of calling us, she was speaking to a Solid State team member. In this case, it happened to be me.

When you call, it’ll be that easy for you too. Here’s our phone number: (508) 581-3798. Call anytime Monday through Friday from 8am to 6pm. An actual person will answer your call and will provide you with the help you need.

That’s a promise.

– Erika

P.S. If you’d prefer to email us, visit our contact page and fill out the quick form. We’ll get back with you in no later than 24 business hours (likely much sooner!).

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2 Shaker Road Suite D203, Shirley, MA 01464

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