In an industry where founders often become distant from day-to-day operations, the Bates brothers take a hands-on approach. "I think one reason clients choose us is because my brother and I are the two founders of the company, and we're actively involved in every stage of the process still," Tim points out. "They know that we've got our hands on everything, and we're still really involved." This personal involvement fosters a deep level of trust with clients. "A huge part of forming long-lasting relationships is trust—them knowing and believing that you're doing everything you can to make the project work," Tim emphasizes. "Things are going to go wrong. That's just the way it is in construction. But they know that you're doing everything you can, and once you get there, it makes it so much easier where you're both sitting on the same side of the table, wanting the same thing."
"We've got almost 20 years now of data that go into every design. We're asking a bunch of questions to our clients that they may not have even thought to ask or even considered." This methodical approach extends to their financial practices as well. "We pride ourselves on the value that we offer our clients," Tim says. "We can build the most beautiful custom homes, but yet we're still bidding out our jobs with different vendors to make sure that we're getting their best price. We really want our clients to know that their dollar is stretching as far as it can."
Building Trust Through Involvement
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