confidence and earning repeat business. One more factor that drives repeat business is the company’s ability to meet timelines and schedules. Over the years, McLellan Contracting has not only earned a lot of industry awards, they have also accumulated a lot of positive customer reviews on platforms like HomeStars. One of the common refrains in those reviews is: ‘They arrived on time.’ According to John, that reliability is partly a credit to the company’s structure. They employ two project managers and two project coordinators, and the primary job of the coordinators is to stay in communication with their clients and keep them informed and up-to-date. “Most contractors run their company from their cellphone,” John says. “They don’t have an assistant or a secretary. They do it all from their phone. If they’re not working, hopefully they’ll answer your call, but if they are working, they’ll ignore you. But having a project coordinator in charge of each customer changes that. It means clients always have someone to call who’ll pick up the phone and know what’s going on. That gives clients a lot of peace of mind.” Another phrase that comes up a lot in the company’s reviews is ‘They cleaned up after themselves.’ That feedback is gratifying, John says, because it’s something they emphasise internally: “When a client hires a roofer, they expect them to do a great job,” he explains. “That’s the minimum expectation. But when they come back to their OCTOBER 2023
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