How GHH Helps When You Call…
A short interview with GHH Office Manager Maria Latella lets you know how we can help you with your needs and goals. A GHH inquiry intake story:
What does a typical request look like?
Depends on the caller’s specific survey or engineering needs but most of the calls are for services related to residential property, commercial property, elevation certificates, additions, subdivisions or construction layout.
What kind of information do you need or are listening for during these conversations?
It starts with contact information, who a proposal should be sent to (it does vary depending on the situation), who will be responsible for financials, and finally, what is the purpose of the survey or engineering services.
What happens after gathering the basic information? Does the conversation end or continue?
It might end with a brief description of what the client can expect for next steps or it might continue depending on input from the client. For example, if a client is unsure of what specific type of survey is needed we can ask some questions about what they are trying to accomplish. If they want to see where their boundaries are marked on the ground that is one type of survey. If they are planning on improvements to the site, that is another kind of survey. In addition to helping determine the type of survey needed, it’s a good chance to describe the value of each.
Is it difficult to get to that point in the conversation? Do you listen for key words or specific scenarios the potential client is referring to?
We listen for key words such as “flood insurance” or “I live on the shore” which most likely relates to completing a flood certificate. Or, phrases such as “ I want to do an addition” and“ We have land we want to subdivide” can help drive what type of service is needed and how we can help. Most clients are not aware of the various types of surveys so we try to lead the conversation to narrow down the list in order to provide the most appropriate proposal we can from the start.
How do you leave off with a client?
I will always explain next steps, specify who will accomplish them (e.g. , a Licensed Land Surveyor or Professional Engineer) and when to expect communication.
What is your overall goal when speaking with a potential client?
The goal is to convey a sense of confidence, that we are patient, that we care about their request and care about their end goal.
What is one thing you want clients to know when they call Godfrey Hoffman Hodge LLC?
There are lots of way we can help with your needs/goals. The more we communicate, the better, and faster we can help
