The countless interactions our staff have with our clients between the first phone call and the last inspection add up to the memories clients carry with them about working with us. To give our staff a framework for successful daily client interactions, we created the Beliefs We Live By, which outline a relatable, shared way of approaching customer service on any given day. This is the second blog in our series on the Beliefs We Live By, the nine principles that drive our client experience. After introducing the group of Beliefs, we’re now taking a closer look at each one, starting with Be an Agent, Not a Gatekeeper.
Belief #1—Be an Agent, Not a Gatekeeper
This Belief is about being relational, rather than transactional, with you, our client. While we are technically in a business transaction together, we want you to know that we are your trusted advocate, sitting on the same side of the table. We are not just designing and building your project; we are making sure we are creating your best home. As your agent, we advocate for your goals, budget and schedule, and help you make the decisions that enrich your life.
Be an Agent, Not a Gatekeeper touches every part of what we do. Your home is a sanctuary, a place to express who you are, and in the Bay Area it is also an enormous investment. To truly serve you, we communicate honestly and openly about costs, expectations, and the impacts of your decisions, so you can feel confident that the final project is the best it can be.
How this shows up in our work
From your first meeting, Jason, our founder and President, focuses on understanding what you need from your design and construction team. If AT6 isn’t the right fit, he’ll tell you upfront and share the names of trusted colleagues who would be a better fit. After more than 20 years in the business, his goal is to get you started on the right track, even if that doesn’t include us as partners.
From initial budgets to change orders, the high cost of construction is always stressful, but handling costs well is critical to your project’s success and your satisfaction. Creating and regularly updating realistic budgets is central to giving you control over what you spend.
The agency we provide begins with the first budget we prepare. From the beginning, your budget includes all the costs we anticipate for the project, not just the design and construction costs we get paid. This way, you see the big picture of what you will likely spend, not just the focused picture of what our work will cost. Additionally, we add a series of contingencies to anticipate cost escalation. This approach enables us to set more accurate expectations for what your project is likely to cost, and much earlier in the process before all the design information is known.
Despite the most careful planning, there are always unexpected developments during construction, and some of them lead to change orders. As your agents, we tell you as soon as we know a change order might be needed, and we’re clear and honest about the pros and cons of making the change or not. By communicating early, we give you the chance to decide what is best for you, without it becoming an emergency you don’t have time to truly consider.
Building relationships, not just homes
We love what we do, but none of it would be possible without happy clients, the ones who feel they have been listened to and advocated for throughout the project (and who love their homes, of course). Be an Agent, Not a Gatekeeper is our foundation for creating that satisfaction, one client interaction at a time.
