We have created a more responsive intake process, with a new form that is tailored to our customers’ specific needs, depending on whether or not they are a new or existing customer. In years past, we collected a wide range of information, then passed that along to our Survey Director to allow him to decide what needed to be done. Going forward, we will be tailoring job requests to specific areas and departments and using more of our staff members to communicate directly with clients about their proposals and projects.
Our proposal process has also been tweaked slightly, most importantly adding expirations to all of our proposals. This is not to rush the client in any way; it helps us to ensure our proposals reflect the most current data available. If a proposal expires, but our client decides to go ahead with the work later, we will update and resend the documents needed to approve the job. Similarly, all proposals now require a signature, to ensure that every client, existing or new, is prepared to go ahead with the work.
With an eye on the amount of work we have on hand, and a desire to meet every deadline on schedule, we are instituting a new expedited fee for all jobs that end up needing to be rushed to the front of the queue. We understand that some jobs need to happen right away, and we are always happy to work through our clients’ needs, but when that comes at the expense of ongoing work, we have to reflect the added cost in time and priority. These expedited fees are also conditional: if it is our busy season, a rush job will most likely incur fees. If things have slowed down, we might be able to move it to the front of the line without delaying any current projects, which would mean that there would be no additional cost.
Our previous payment methods included paper checks or credit cards via Pay Pal or Square. We will continue to accept paper check payments in office or by mail. To make paying your invoice a more simple and efficient process, we are now offering ACH payments via a link that is included on your invoice. Credit card payments will be accepted by request and will include a 3% service charge.
We have closed our PO Box and are now accepting all mail at our office location. Any documents or payments should be mailed to us at:
Cardinal- Plan. Survey. Engineer
1200 La Salle Street
Lake Geneva, Wisconsin 53147
We have set up an internal message center, with the goal of giving our drafters and engineers more focused project time. With our increased project load, and the amount of detail required for larger projects, Ryan and our most experienced drafters need to be able to fully devote their attention to certain elements of their designs and leaving detailed messages for callbacks will allow them to do that. When someone in our office receives a message, they can return the call when they are free and available. This also allows them to take a minute to bring up the relevant information so that calls are focused on the project in question.
Like our phone system, our email addresses have changed. This is another necessary step in streamlining the contact and proposal processes and should ensure that all emails are routed to the correct department and staff member. You may continue to see emails from us with our old domain name but within the next couple of weeks, we will be fully transitioned into using our new email domain.
Because of all these changes, we thought it was time for a new look! You may see some changes in our logos, branding, website, and office, which we think reflects our past, present, and future as a company. We’ll also be increasing our social media presence, slowly but surely.
We’re excited about the changes and to better serve you now and in the future!