BH Design + Build

by Emily Blackburn

CEO Ben Horning

Mohnton, PA
GQ All-time Recommend Rate: 100
GQ 2019 Recommend Rate: 100
Number of Jobs in 2019: 16
Type of Firm: Design/Build
CEO: Ben Horning

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?

We immediately created guidelines to limit the exposure of our team members by prohibiting all quick stops for supplies at hardware stores, food stops at convenience stores and gas stations, and limited re-fueling stops to one local gas station near our headquarters. We felt these guidelines were absolutely necessary in limiting the exposure of our team members and thus our homeowners.

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

We began using Microsoft Teams as a platform to connect not only with each other from home during shut down, but with our clients and potential clients as well. All clients were set up on a Team with us as we used the platform to share concepts, designs, contract and scope details, selections, etc. Because of the convenience of using this virtual platform, we found that we were able to communicate more often and in a timelier fashion, thus creating better client relationships.

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?

We provided constant communication and daily updates to our clients with projects in progress as decisions were being made by government officials. Reassurance that we were following guidelines for our safety as well as their safety was given and met with ultimate understanding. We also let them know we were preparing our team members to be able to enter their homes in the safest manner when it was permitted.

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