GQ All-time Recommend Rate: 96%
GQ 2022 Recommend Rate: 97%
Number of Jobs in 2022: 35
Type of Firm: Design/Build, Full-service Remodeler, Home improvement/Replacement, Other: Interior Design
CEO: Robin Burrill, Robert Mathews
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?
Our team focused on two of our core values more than ever during the pandemic: integrity and safety. We showed integrity and our total investment in the success and satisfaction of our clients by opening up even more proactive communication. By providing timely information in easy-to-digest formats and across communication channels, we kept clients informed on the many challenges we faced in timelines, interruptions, and other issues that arose during the pandemic. But we never communicated a problem without the solution we already had ready for them. As for safety, we immediately adopted safety measures in compliance with CDC guidelines to ensure our clients, our team, and our subcontractors did everything they could to prevent the spread of the coronavirus.
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?
Our employees are abundantly satisfied because of their success in delivering our extremely high standard of service to our clients. The finished product of our craftsmanship as well as the overall experience we guide clients through provide the whole team with a shared sense of pride. It’s our high standards (and our luck at having hired the right people who believe in those standards) that open the door to this unique level of satisfaction in our work.
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.
We have a purpose that has become our collective “why.” Whereas many construction and general contractor firms look for the cheapest way to do things (and attract homeowners fixated on the cheapest option or their “return on investment”), we believe the home is more than an investment. We believe in the return on enjoyment we build into timeless and lifestyle-specific spaces, and that’s the shared mission on our team.