Every project, at its heart, is about fixing something that’s not right, says H.J. Holtz & Son President Rick Holtz.

“Customers bring us their problems, and we work with them to find solutions,” he says.

Solutions take many forms, but the Holtz approach is consistent, to ensure all customers receive the same attention that each job deserves.

Receptionist Susan Anderson, who joined the firm in 2018, is the first point of contact. She answers or returns customers’ calls and determines which Holtz estimator should respond. For wallpapering and decorative art projects, Anderson manages scheduling and communicates with customers about when work will begin.

“I like dealing with people,” Anderson says. “And I like our team; the people here are fun and easy to work with.”

Ricky Bryner, the company’s newest project estimator, says it’s important to learn what each customer’s specific needs are, so the company’s proposal is on point.

“Every project is different,” Bryner says. “It’s our job to listen and figure out what people want.”

Bryner, who joined H.J. Holtz & Son earlier this summer, has a background in construction staffing and project management, which he says will transfer well to estimating Holtz projects.

“My goal is to support the [company’s] reputation of being a leader in this business,” Bryner says.

Travis Gibson, who specializes in paint jobs, has been with the company for nine years and has worked his way from training as a painter to foreman to estimator. No matter what the job is, Gibson says, the goal is to provide accurate estimates about what a job requires.

“I don’t want to waste anybody’s time,” he says. “Because of the experience we have [as a company], we can sometimes suggest another route and explain why that would be better.”

Ultimately, Gibson says, the customer makes the call. “I want people to be comfortable in their house,” he says. “I don’t live in the house; that’s their space.”

Shane Legano, who has been with the firm more than 15 years, didn’t expect to add estimating to his skill set. “I love hanging wallpaper and being out in the field – seeing the beautiful wallpapering and specialty finishes that come at the end of the project,” he says.

Legano moved into estimating as he was recovering from a car accident; his injuries prevented him from the labor of hanging paper for a while. Now, he straddles both worlds. “I get to meet with clients, decorators and designers,” he says. “And, sometimes, I even get to work on the projects I’ve estimated, so I can see a project from the start to the end.”

Having a thoughtful and thorough estimating process is important both for clients and the company, Holtz says. “Our estimating team isn’t about selling the job,” he says. “We’re about letting customers know what we can do with our experienced craftspeople and what that will cost. We want to anticipate unforeseen issues and make the process go smoothly for everyone.”