GQ All-time Recommend Rate: 94.80
GQ 2019 Recommend Rate: 96.46
Number of Jobs in 2019: 52
Type of Firm: Design/Build
CEO: Chris Landis
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 made sure every jobsite had a source of running water, hand sanitizer, and multiple styles of masks. We had 150 washable masks hand made for us. The masks and box of rubber gloves were on site for use by our crew, as well as asking any subcontractors or visitors that did not have those items to put them on before coming onto the jobsite. We now have digital thermometers on site, as well as a few face shields.
We had a production person dedicated to daily e-mail, text, checking in with our entire crew to make sure they were comfortable and had what they needed. She and our administrative assistant also spent time shopping/sourcing these items. We were lucky in that many of our projects are in homes that were not occupied.
For the clients that were living at the house during construction, our team checked in with them right at the beginning of COVID stay at home orders to determine their level of comfort with continuing to work in their homes.
We also supplied our employees and subcontractors with letters they could carry noting that construction workers in our area were considered essential and listing the jobs & addresses where they were working.
We send dust letters to neighbors. We edited those dust letters to acknowledge that more people were working at home and kids were being schooled at home, so if there were issues with hours or noise, to call our project manager.
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 Microsoft Teams to communicate within the company and sometimes with clients. We are using Zoom for client meetings. We already used BuilderTrend to communicate progress, selections, and schedules with clients, and we continued to do so.
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 discussed our enhanced cleaning protocol for the office and jobsites, and let them know that we were prepared to host meetings in person with social distancing or virtually. We reassured them that we have been in business 30 years and that our financial health, and ability to deliver on our projects remained very strong. We let them know what we were well positioned to manage the uncertainty of the coming months and committed to maintaining our progression on all projects that we have in construction and design, as well as honoring all warranties.