Bellweather Design-Build

by Emily Blackburn

Philadelphia, Pa.
GQ All-time Recommend Rate: 98%
GQ 2022 Recommend Rate:
Number of Jobs in 2022:
Type of Firm: 
William Giesey, Joey  Willhite

QR: Your team was able to achieve high rates of customer satisfaction during the pandemic, a time of greater scrutiny because clients were at home more. There were also supply-chain delays. What measures did your firm take to maintain client satisfaction?

During the Pandemic, we were able to focus on our clients’ needs and emotions through an increased investment in our staff. We began by identifying our internal core values and made sure that we were hiring and rewarding in ways that support client satisfaction. Building our company culture became our passion and we made sure that our staff understood our priorites:

We regularly and continuously raised the bar using client-centered themes expressed through our core values. We protect staff’s emotional health by having their supervisor check in regularly, making sure that no-one was overworked or confused about our core values. We publicly celebrate each time a client identified one of our staff for outstanding performance.

QR: Firms with happier employees have higher levels of customer satisfaction. What are the top ways you are able to keep your employees happy and satisfied?

We are absolutely blessed with happy employees, but we know that staying focused on developing great staff has involved a lot of hard work and intention. Our focus on core values has provided staff with a rallying cry and a way to focus their limited resources. When decisions need to be made to take care of a client, our staff can often refer to the priorities established by our core values. We realized that when our employees feel encouraged to take risks and make decisions (and are supported when mistakes happen), they take greater ownership of their projects and client happiness. This pays off with less need for top down management and lower stress overall.

QR:Purpose driven” companies, those that exist to effect change or take action on something bigger than their products or services, attract a younger, higher skilled employees who tend to be more engaged workers. Some firms connect their “purpose” to a written mission statement. Do you operate a purpose-driven organization? And in what ways does your firm extend itself to outside causes.

Coming up with our common purpose has helped us to reinforce employee engagement as well as focus our hiring, on-boarding and mentoring. Our stated purpose, “We guide homeowners to the best decisions” has had the greatest impact on the development and maturing of staff and process within our design department. We are able to refer to this purpose during weekly departmental meetings and strategy sessions. It’s an external message but it also supports staff development and is sometimes a way that we sum-up our core values.

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