Manakin Sabot, VA
GQ All-time Recommend Rate: 98.39
GQ 2019 Recommend Rate: 97.87
Number of Jobs in 2019: 64
Type of Firm: Design/Build
CEO: Mason Hearn
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 always discuss the safeguards we will be taking on behalf of our clients while working in their occupied home, as well as our expectations likewise regarding the safety of our people.
We have reduced in-person contact, particularly regarding preliminary meetings and assessments, which may include exchange of information via photos, video, calls and emails where that will suffice for us to start the planning process.
I have had prospects and customers tell me that PPE “will not be necessary”. As this can become an emotionally charged and even political issue, I try not to make a big deal of the issue, but rather simply advise “well, this is just our standard protocol now. We prefer to err on the side of safety and caution. I appreciate your understanding”
Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?
Our industry is known to be low-tech, and many of us are late adopters of technology. I think that we will learn a great deal regarding how to more efficiently and effectively use readily-available technology, by necessity… and that will be a blessing for us.
Of course we are having virtual video meetings.
We have also adopted 3D laser beacon measurement for as-built information gathering, which not only minimizes the “touch” in their homes, but has also greatly assisted with the ultimate accuracy of our documents.
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?
Several of our potentially-invasive projects have been put “on hold” between design and construction phases, at the request of our customers. We are fine with accommodating their concerns, because we never want to start construction of a job without the customers’ complete comfort and peace-of-mind. So these projects are completely “packaged” and ready-to-go once the comfort levels return regarding their safety.
We have been fortunate to have stayed occupied with exteriors and other lower-contact projects in the meantime. Also, due to our standing policy to build dust partitions and the like, we have been able to lower exposure for certain projects, which also has served us and our clients well during this pandemic.