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Exceptional customer experience
Shane, who previously worked for larger firms, sees the same advantage in communication. At TC Browne, the project team works directly with clients, designers, architects, subcontractors, and engineers, making coordination faster and more accountable. Every Friday, clients receive a detailed report covering completed work, deliveries, site conditions, and the decisions or information still required from the architect and owner.“ Clients should never have to chase their contractor for information we should already be providing,” Shane says. The team also conducts an internal project review each Friday, ensuring that everybody knows exactly what stage each project is at.
With the average apartment TC Browne works on being valued in the multimillions, all client expectations are exacting, regardless of their project budget. Michael explains that the more meaningful difference lies in the client’ s priorities and working style.“ Everybody is different,” he says.“ What is critically important to one client may matter far less to another. We must understand each client’ s priorities, concerns, and previous experiences. That is how we earn trust and maintain it throughout the project.” Shane adds that trust depends on accountability.“ If I do not have an immediate answer, I give the client a specific time by which I will respond, and then I honor that commitment.”
TC Browne also participated in this year’ s Kips Bay Decorator Show House in Greenwich Village. The annual event benefits the Kips Bay Boys & Girls Club and
▲ Michael Browne, Kiki Ong, Shane Harris
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