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"We have scheduled merchandising, advertising, human resources etc. and all the wheels are in motion for our store opening. Can I count on you to meet the delivery date?" Definitely. Our construction team does whatever it takes to meet key turnover dates for fixturing, merchandising, and grand openings. This fact has helped earn us a 92% repeat client book of business.
"What will my be my store manager's reaction during our turnover walkthrough?" The Manager will be extremely pleased and able to focus on the things most important to open and start selling, not construction-related issues. Our collective customer is Retail Operations. We have learned exactly what it takes to provide a smooth, pleasant transition of the store to operations. Internally, our goal and expectation is what we call a "white glove turnover".
"Who will be managing my project? Will I have an "A" team?" Our experienced personnel in the field and in the office are thinkers and doers, not complainers and finger pointers. Projects can have challenges; our people proactively develop innovative, cost effective solutions and put them into play. Our superintendents have years of experience building retail projects. They understand the people side of construction in addition to the technical side of the business.
"We received our Certificate of Occupancy, but is the project really complete yet?" No, completion means completion. In retail, you are often judged on the final 5% of the project. The front end success of a project can quickly be overshadowed by a slow completion. A minimal punch-list and delivery of all project closeout documents are a must. We appreciate the value of your time, therefore, one of our important functions is to prevent lingering issues.
"Our accounting department has some unique requirements. Can you keep them happy?" Retailers can have unique requirements for submission of paperwork. Our CFO will personally visit your home office and meet with your accounting staff in order to understand your procedures and expectations regarding accounting documentation required.
"How quickly do you respond when a store manager has a warranty request?" Immediately. Our dedicated Client Care Coordinator is prompt to respond to requests, organize and implement a solution, and communicate effectively until completion. Attentiveness and prompt resolution to warranty requests makes for happy on site store management, again with operations being the ultimate customer.
"You did a great job for me at this location. Can you help me in other states?" We are licensed in the majority of the U.S. and have years of experience traveling the country successfully constructing retail projects. Because of this we have developed an extensive database of quality subcontractors in the process. Through our use of laptops and digital cameras, our superintendents effectively communicate timely project information to our clients and architects no matter where they may be located. Coupled with the confidence in our experienced superintendents, many of our client's project managers have been able to cut back on travel to the jobsite as a result.
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Charles E. Smith Jr., Development Manager, Barnes & Noble Booksellers: "Since we started working together in 1993, your firm has completed over 50 (fifty) stores with me personally. This letter is to pass on congratulations in "surviving" the changing prototypical growth of this company. Barnes and Noble Real Estate & Construction, as represented by myself as Development Manager, wish to express appreciation for the consistent quality and responsiveness of your company. I attribute a good part of my own success and survival (!!!) to your excellent team members. I have a great deal of confidence in your superintendents and Project Management Staff. We have met some "unreal" scheduling challenges and some "tough" budget constraints on some of these projects, but your company has always managed to meet the goals. I am looking forward to continuing our relationship in the coming years as we expand into new markets."
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