USA Bath

by Emily Blackburn

CEO Michael Laub

Reno, NV + Sacramento, CA
GQ All-time Recommend Rate: 96
GQ 2019 Recommend Rate: 98
Number of Jobs in 2019: 100
Type of Firm: Full-service Remodeler
CEO: Michael Laub

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?

Our guiding principles on the timing to start up again have been: Adhering to the guidelines issued by the state and local governments regarding business activity and stay-at-home orders, and following the recommended protocols continuing to provide for the safety of our employees and customers while resuming business activity

Our New “Normal” Will Entail:

  • Virtual design consultations
  • Face coverings for employees
  • Appointment-based access to showrooms
  • Requiring that our installers be allowed to do their work with no-one else in the room
  • Increased cleaning and sanitation in the office and warehouse
  • Redesigning office layouts to allow social distancing per guidelines
  • Redesigning work so employees can work from home

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

We’ve been using Virtual Design Consultations as well as Docu-Sign and direct online links into Financing companies as well to make the process as “touchless” and seamless as possible

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 communicated throughout with our customers by email and on the website – and are very proud to say that everyone has been very patient and understanding as we ramp operations back up and start installing the postponed installations.

On behalf of the entire team at USA Bath, we’d like to thank you for your support, patience and understanding during the last two months.

We made the decision to suspend operations in late March in order to help slow the spread of coronavirus and most importantly, to protect the health of our employees and our customers. We sincerely hope that you and your family remain in good health, and we are delighted to note that thus far (with fingers remaining firmly crossed), our team has avoided covid-19.

Now, I’m happy to say we are starting to gear up for a resumption of business activities. I cannot say “normal” business activities, because it is obvious all businesses will have to change their definition of normal, and we are no exception.



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