Golden Rule Remodeling & Design, Salem, Ore.
Jillian was hired in 2006 to help Golden Rule Remodeling & Design grow its interior portfolio. She became the company’s CEO in 2013 and went on to purchase the business in 2015.
Over time, Jillian has dramatically improved efficiencies in key areas. A new design center will centralize operations so that clients who currently have to visit multiple showrooms to select products can make all their selections in one convenient location. Additionally, she has helped streamline the remodeling process by combining employee roles so that one person acts as designer, estimator, and project manager throughout a job. This has made clients more comfortable and has lowered expenses.
Jillian also lead the development of standard operating procedures for every task within the company. The procedures are reviewed and edited at monthly company meetings, which allows staff to share knowledge and opinions. The SOPs have not only increased productivity, they have also decreased employee turnover because team members enjoy being part of the process and feel positive about the systems now in place.
To quickly resolve warranty issues, Jillian created a well-defined warranty program and set about clearly communicating it to clients, including warranty details in customer contracts, company literature, and in conversations with customers. The company’s reputation for standing behind its work is boosting its credibility.
Jillian’s leadership has poised Golden Rule Remodeling & Design for future success. “This is the company’s 40th year in business, and our goal is to continue growing as Salem’s interior design-remodeling specialist,” she says.
Read more about the 2015 Professional Remodeler 40 Under 40 awardees here.