Architectural Building Arts

by Emily Blackburn

CEO Melinda Monroe

Madison, WI
GQ All-time Recommend Rate: 99.03
GQ 2019 Recommend Rate: 100
Number of Jobs in 2019: 21
Type of Firm: Design/Build
CEO: Melinda Monroe

The COVID-19 pandemic changed homeowner interactions. What measures do you use to signal an extra level of care when working in or around a client’s home?

With the Safer At Home order, portable toilets with hand washing stations were added and Project Managers completed end of day wipe downs of areas we impacted. In addition we had supplies and samples sent directly to the clients’ home when we could to eliminate extra trips and interactions with others. We maintained social distancing on projects and asked that clients take a walk or drive when project inspections needed to happen.

Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?

We are using Zoom meetings on initial leads to introduce ourselves before wearing masks. All design meetings are conducted with Zoom and we are screen sharing plans and documents as well as Remodeling Agreements. We send an e-sign agreement for signatures after our initial meetings for Design Agreements and Remodeling Agreement reviews for contract acceptance. All of our company meetings are taking place on Zoom and this saves travel time to and from the office for our field employees and sub-contracted designers. Our project jobs books including scheduling are managed paperless through Buildertrend.|

What was your message to clients with projects in progress in order to keep them happy and satisfied during the uncertainty of the stay-at-home period?

At the beginning of Covid-19 we were very fortunate to be working with past clients that we have built a trusting relationship with. We took time to listen to their concerns, honored procedures they wanted to have on their projects and communicated the changes we implemented on their projects for their safety and our employees safety. We changed to weekly Zoom project site meetings instead of our on site meetings. On one of the projects we were able to flip the exterior portion with the interior to start the project outside and provide additional time before we came inside. We just completed several of the projects with happy clients and everyone has remained healthy.|

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