Every step of NSS Home’s client journey has been thought through—including how clients are going to feel at each phase. Kyle uses those insights to create an in- depth video sales process that builds trust before the build even begins. “They see us. They know what we stand for. By the time we’re on site, we’re not strangers—we’re a team.” Remodeling with Respect One of Kyle’s most revolutionary ideas comes from the exterior contracting world—a brand ambassador program. “Design-build projects are long,” he says. “By the end, homeowners are tired. No offense, but they want you out of their house. So we found a way to shift that energy.” Instead of traditional marketing spend, NSS Home reinvests those dollars into creating experiences—parties, testimonials, exit interviews—that make each client a living, breathing referral. “Each project becomes a walking testimonial,” Kyle explains. “We document the process, get client feedback, and film their stories. That becomes our marketing —and it’s way more powerful than any ad.” Relationships Built to Last Kyle’s respect isn’t reserved for clients—it extends to every subcontractor on his job sites.
“I keep them busy. But more importantly, I treat them like part of the team.”
He is very involved with Master Builders and the NKBA, invites his trades to company parties, and ensures they’re supported from day one. “I used to be a sub. I did a lot of countertops. I know how hard it is,” he says. “So I go out of my way to make sure my subs are going to make money on our jobs. We don’t just capture the scope—we plan for what could go wrong.” The company uses detailed work orders—checklists of every potential pitfall— so that surprises don’t become mistakes and expectations are crystal clear from day one. “We want to avoid the whole -I thought that was included, conversation.”
“They’re basically employees with a business of their own,” he says.
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