by Emily Blackburn

CEO Scott Whitlock

Charlotte, NC
GQ All-time Recommend Rate: 97.83
GQ 2019 Recommend Rate: 94.44
Number of Jobs in 2019: 30
Type of Firm: Other: Full-service remodeler and custom homebuilder
CEO: Scott Whitlock

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 alerted our clients as follows: The news, and our email boxes, are full of information about the corona virus (COVID-19). Please be assured that we are reviewing this information and working to make smart decisions for our staff and our clients. To date, none of our employees have needed to be tested for the virus.

As always, our goal is provide an exceptional product and remain on schedule. Due to the global nature of this crisis, there are potential delays in supply chains. We have been in contact with our Trade and Vendor Partners to stay knowledgeable of any issues that could impact our projects.

Whitlock is known to be an intentional about the cleanliness and safety of our job ites. We are responding to this situation with the same mindset. Creative problem solving is what we do best! Along with schedule, we have been in communication with our Trade Partners about best practices to keep us all healthy through the virus season.

During this time, we may offer to have virtual meetings or conference calls when possible. Though always glad to see you, we may not offer a handshake until the contagion threat has passed.

Our Client base is varied. We want to respectful that some families include at-risk members. If you have any concerns about your health through the course of your project, please let us know. We want to hear from you and co- create the best solution for you and your family.

We appreciate your business. Thank you for the opportunity to work together.

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

We used Zoom and Teams effectively to have internal and client and architect meetings and have continued to do so. We had already made provision in many ways by having remote access to server data and by cloud based project management systems.

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 worked diligently to keep projects on schedule while at the same time building rapport over the period. We had many customers who were counting on us to continue work on their projects and for making sure our employees and trades were aware of and practiced safety. Early on, we had a customer who wanted to make sure we understood construction was considered an essential business and emailed, “This means you can show up at my project tomorrow.”

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