Glen Prairie and Dave Clark often say, “We’re only as good as our latest project.” Since starting in 1993, their renovation company, Total Living Concepts, has grown steadily through referrals and repeat business by prioritizing quality work and quality service. In an industry where a few bad stories can breed skepticism, Total Living Concepts has built a strong reputation, an expert team and a company that others want to do business with — suppliers, customers and staff alike. Now, with the pending retirement of Glen, this local success story is gearing up for growth with a thoughtful succession plan in place.
TLDR
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Adapting your service to meet client needs can help your business grow
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Create your business structure with the client experience in mind
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Strong relationships with suppliers and clients can help keep a business running smoothly
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A culture of learning and adaptability may keep your business on the leading edge of your industry
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A well-thought-out succession plan can help minimize disruption
Meet clients where they are
When Prairie started Total Living Concepts over three decades ago, they were a kitchen and bath company. But as client needs evolved, so too did the capabilities of the business. “Our clients basically moved us into home renovations. We’ve done second suites, additions and complete makeovers for people who want a new house but don’t want to move,” Prairie explains.
As part of their process, they spend time getting to know their clients and understanding what they need. “We listen to the client, ask very pointed questions that try to analyze who they are, what they want and the look they are trying to achieve,” says Prairie.
Create a business structure that best serves client needs
Rather than sticking to their original niche, Prairie built a team around his skillset so that the company could provide a full renovation service to their clients. Today, they have designers, electricians, construction workers and carpenters on staff. When asked why they created a full-time team versus hiring contractors on an as-needed basis, Prairie and Clark came back to meeting client needs.
“Having everyone under one roof allows for a better process for the client to go through, because they’re only dealing with Total Living Concepts. We’re all working on the same team,” says Clark. “With more control over the end result, there is more cohesiveness from the design to the installation — which means our clients are getting what they thought they were when they bought into our idea.”
Form strong relationships with clients and suppliers
Being in business for as long as they have, Total Living Concepts has built lasting relationships with clients and suppliers based on trust and respect. “We have had some valued relationships with some suppliers for over 20 years,” says Clark. “The reason we have been so successful is because we want to work together. We’re not asking for a favour on every job, but we know that when we do ask, they’re going to come through for us because they value that relationship.”
Their valued relationships extend to their clients, too. “There’s no question we can track most clients back to a referral,” says Prairie. “When you do a good job, your referral rate will take care of you. We have clients we have done work for 5, 10 and 20 years ago. And we’re their first call.”
Of course, staff relationships are just as crucial — Prairie maintains that keeping the workforce satisfied, engaged and always learning is key to consistently delivering an exceptional experience for clients.
3 Ways Your Workforce Can Fuel Your Growth: Tips from Total Living Concepts:
1. Empower your staff to take on bigger roles
“In the past year, we have had a few staff members step up and take on bigger roles, which gives us the confidence that we will be able to continue to grow.”
2. Build a team around your skillset
“Hiring people who can complement your skill set can help you offer a more comprehensive service.”
3. Ensure your employees know they’re valued
“We offer RBC Group Advantage, a group savings and retirement plan, that helps attract and retain employees.”
Keep up with changes in your industry
“Keeping up with the industry is our job,” says Prairie, who explains that they are involved with various associations that keep them up to date with the latest technologies and ideas. “The technology that might have been in a home 40-50 years ago is redundant today,” Prairie says. For example, “Do you need space for recipe books, or do you need iPad storage in your kitchen?”
Prairie and Clark also understand that clients have certain expectations when it comes to communication and scheduling. In an industry where contractors are characterized as being overtime and over budget, Total Living Concepts makes a point of being transparent on both costs and schedules. “We have an app that can tell the client day by day that their place is being taken care of,” explains Clark. “They can view video, the current schedule and what’s happening next in their home — wherever they happen to be.”
Plan ahead for succession and proper business owner planning
Having run Total Living Concepts for roughly 30 years, Glen Prairie is planning for the future of the business, when Clark becomes the owner. Clark, a CPA with a corporate background, brings a different perspective to the company. “Business today requires a different mindset,” says Prairie. “As I’m winding down my career, Dave will bring energy and added value to Total Living Concepts.”
Clark was handed a broom three years ago and worked in installation for a year before running operations. Today, the pair are working through a gradual transition to ensure clients and staff benefit from the qualities and experiences both bring to the table.
Prairie and Clark have a client-first mindset that informs their day-to-day business and their future growth. Get more tips on how to grow a business from Canadian entrepreneurs.
