Customer care
With regards to Icon ’ s remodeling division , the company is proud of its diverse capabilities in approaching different types of projects , as Jenny details : “ A couple approached us during the pandemic about a home in the North Shore suburbs , her mother had recently died of Covid , and they had taken on her house . The physical space was fantastic and had been in the family since 1997 . It was an honor to delicately work alongside them , through what was an emotional process , to give the property a new breath of life .
“ We had another house nearby where we converted half of their ten garages into a professional golf practice putting green and driving range , on which you could project the backdrop of multiple international golf courses . We kept the outside exactly the same to maintain its street presence and attractiveness ; I ’ m not a golfer but it was a really cool job .”
However , it ’ s taken more than Icon ’ s reputation to help ride the wave post-Covid . Charlie ’ s attitude has also played a key role , as he concludes : “ I personally view employees as customers , contractors as customers , and customers as customers – because we can ’ t do what we do , if we ’ re missing any one of these three subsets . We ’ re incredibly focused on our work culture . One thing we hold at the forefront of our minds when hiring new staff : hire the person , not the skill . Skills can always be learned . It is much harder to get a person to change values , communication skills and attitude .” ■
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