To recommend, we need to review at ID-level, not company-level
This is one of the biggest learning lesson we had on our journey to drive reliability in this renovation industry.
Watch our tiktok video on this if you lazy to read.
In our past 1.5 - 2 yrs journey, this got to be one of the most valuable learning that we had.
Our goal has always been to eradicate the poor standards in the industry, which is why we crafted such an extensive due diligence and onboarding process - the most extensive we dare say in the market.
Among which, was to review directly with up to 20 of their past clients for each company, to uphold a minimum 8/10 level for all our customers.
While it was tough, we found that it sifted out many of those “all talk no action” renovation contractors and IDs.
However, this was not sufficient.
The key “flaw” in this approach was assuming that the company’s performance reflected the capabilities of all their IDs/contractors. The truth is, a couple of incompetent IDs might have been carried by others.
The person that makes or breaks the renovation experience is the individual ID, not the company.
A classic example is your big firms that employ 50 or 100 sales people to engage customers. In order to drive sales, you need a large number of sales people. However, with quantity, it is inevitable that the quality fall. No one can say that all the 50 or 100 people are good. Many end up untrained and unprofessional, leveraging their big company’s position to exaggerate their capabilities.
It is no wonder that many big firms have such bad reputation in the market. There are really not many firms in the market who can balance this tradeoff between sales growth and quality well. The firms that can do these are truly gems.
Hence, it only makes sense if the reviews are done for each ID, rather than through a general review of the company.
Understanding this, we quickly adapted our due diligence to evaluate each company based on each individual IDs track record, as we continue to drive relentlessly towards an 8/10 standard across the market.
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