“My home is the last place that the fix-it list gets done because I focus on our customers,” says Chris Bennett, owner of Carmel-based Handyman Now.
It’s this commitment to customer service that sets Handyman Now apart from other home-service companies and creates returning customers.
Learning from his father, a contractor for 40 years, and from his software development and sales background, Bennett says he knew he could combine his knowledge and skills to create a company that met homeowners' needs.
At first, partnerships with realtors led to repeat customers among homeowners. “Once we fixed the items in the inspection report, homeowners started trusting us with repeat jobs. Customers would even hire us when they moved into new homes. Initially, our jobs were smaller and more immediate; now they're larger, more complex projects," he shares.
His business then grew through word-of-mouth, business from existing customers, strong 5-star Google reviews and a reputable network of realtors.
Bennett is committed to completing home repairs himself to ensure work is done as quickly as possible. “We show up for estimates, provide estimates and then are prompt for service appointments,” he explains. “Customers' time is valuable, and they want to work with a company that does what it says it will in a timely manner.”
After services are complete, it’s not uncommon for customers to receive a visit from Bennett to ensure the work was done on time and accurately. “For me, success means happy customers who trust our work and know they can call us again. We focus on quality, positive experiences and giving homeowners their time back to enjoy life with family and friends, not fixing things,” he says.
One of his biggest pieces of advice to homeowners is to not ignore small maintenance needs in homes, such as caulking showers, ensuring proper water drainage, faucet flow and repairing wood. “That smaller repair that costs $100 to $200 could be hiding a larger problem that could cost thousands if not addressed," he explains.
Routine maintenance services offered by Handyman Now include plumbing, painting, electrical, carpentry, caulking, furniture assembly, drywall work, lighting and custom built-ins.
Bennett introduced subscription plans after speaking with his customers to understand their needs from a home-service provider. A subscription plan lets customers prioritize home maintenance and handle bigger issues.
““There’s always another project waiting at home. Our subscription plans give customers predictable costs and priority service, so their to-do lists actually gets done,” says Bennett.
Handyman Now offers two monthly subscription plans: $250 for 2 hours of service, and $400 for 4 hours. While Bennett says most customers choose the 4-hour plan each month, there's also an annual option that provides 24 hours per year for $2,500. “Customers love how easy it is to manage the subscription. I designed an online portal that allows them to enter the job they need done, and when it's completed, they can see the remaining hours for the month,” he explains.
Additionally, he says subscription plan hours roll over to the next month. "So if someone is traveling, wintering or doesn't have an immediate project, they don't lose the hours."
As homeowners stay in their current homes longer due to market conditions, the Handyman Now team has expanded services to better meet their needs. They now offer more than just immediate repairs, including half-bath remodels, light fixture upgrades, custom-built solutions and cabinetry upgrades. Bennett says, “I advise clients to update their homes with flexibility. They don’t need to spend more than they have to keep their home feeling refreshed. Light fixture styles, cabinet hardware and paint styles change quickly, so choose what works for you now and consider updates as trends evolve. These types of improvements make a difference to the overall look, feel and functionality of a home.”
As the business has grown, the importance of hiring the right team has increased. “I'm always hiring,” explains Bennett. “I look for good people who are experts in their field.”
He's hired team members based on referrals and family relationships within the staff. "With 20 people working at Handyman Now, we emphasize selecting a team of trade professionals in their craft. Customers can rest assured that the person working in their home is an expert,” he assures.