As Director of LEED Support for USGBC and GBCI, I also wanted to share that our improvements relative to customer service have recently earned us a Stevie Award for Customer Service, recognizing the hard work of our LEED Support Team: 11 architects, engineers, building scientists and sustainable development experts who assist project teams around the world implement LEED. Though transforming the real estate market may be challenging, we strive to make it fun, efficient and streamlined. We offer 150 years of project experience – including experience on over 100 LEED projects and 500 LEED Reviews – to help project teams navigate the technical complexities of LEED in order to build and operate the world’s most sustainable buildings. More info on the Stevie Award and our recent accomplishments can be viewed here: http://new.usgbc.org/articles/usgbc-receives-stevie-award-superior-custo...
You rely on LEEDuser. Can we rely on you?
LEEDuser is supported by our premium members, not by advertisers.
Go premium for
Pat Thomas
PrincipalSustainability Services
47 thumbs up
August 8, 2014 - 4:26 pm
Your 'new' communications protocol, implemented last year has proven invaluable to our projects & we are very appreciative of the GBCI staff. Their customer service has been exemplary....especially after we have 'done our homework.' Our projects are not the typical office building, so the ability to have a conference call to understand the reviewer comments is critical & essential since a particular level of certification is mandated by our jurisdictions.
Sometimes if feels like a guessing game of 'what is it they are looking for specifically?'. Especially when you know you have met the credit intention & criteria but something is missing in the submittal that the reviewers want. Before the ability to get clarification, we usually guessed wrong and had to appeal, once we figured out what was at issue. And then again...it appears review teams react differently to the same data. It would be best if we were all on the same page from the get-go, since this process takes significantly more time & effort. However, it is working....and very well. The transparency we have been supplied certainly allows our team(s) to navigate the technical complexities of LEED reviews. Thank You & the GBCI customer service team !!!
Megan Ritchie Saffitz
Director of LEED SupportU.S. Green Building Council
33 thumbs up
August 11, 2014 - 9:07 am
Thank you for your comment! The Certification and Customer Experience Departments have been working together closely to refine the communication process. Our teams are primarily experienced former project team members who understand the importance of working to improve response times. We are dedicated to continuous improvement, and glad to hear that it is making a difference. We appreciate the energy and expertise that project teams invest in making sustainable places, and glad to be a part of that process.