Good customer service is something a lot of companies promise. What Patrick, Deirdre, Betsy, and Lindsay offer goes beyond answering questions. With more than 25 years of combined experience, they bring patience, practical guidance, and a genuine investment in every customer they help.
When
Jared Davis and
Kitty Connor talk about what makes
Architectural Designs different, both point to the Customer Success team.
They are the ones who pick up the phone, reply to emails, and stay connected through a process that can last for months. Customer feedback reflects that care.
What Customer Success Looks Like at AD
Patrick: Building Confidence Through Education
As Director of Customer Success, Patrick has a clear sense of what good service looks like. For him, it starts with education. “We understand this is a first-time process for most customers,” he says, “so we are teachers in that regard as well as service representatives.”
"We're not just selling plans," he says. "We're helping people bring their vision to life."
That includes helping customers feel confident in their decisions. “Confidence comes from trustworthy information and authentic communication,” he says. “Customers feel like they’re making an informed decision rather than a leap of faith.”
Patrick also believes in looking beyond the question in front of them. “We try to anticipate what our customers need,” he says, helping them understand what they can expect next.
Lindsay: Finding the Right Approach for Every Customer
Lindsay has been helping customers navigate house plans long enough to know that no two conversations look the same. "You never know what questions they're going to come up with," she says. "Some you can predict. Others make you think or expand the way you would approach a plan."
That flexibility is especially valuable for customers who need help understanding how a plan may work for their needs or what changes may be possible. "There's big hearts right behind those computer screens," she says. "We're passionate people who are kind and dedicated and want to help customers."
Deirdre: Honest Guidance That Builds Confidence
Deirdre brings deep knowledge and a supportive approach to complicated questions about
house plan modifications, file formats, permitting, and local requirements. She gives customers honest, informed guidance while taking the time to make sure they feel heard and comfortable with their next steps.
“Customers appreciate my honesty based on what their needs are,” she says. That honesty is paired with patience and genuine care, which customers often mention when they share their experience working with her.
Betsy: Making the Process a Little Easier
For Betsy, some of the most rewarding moments are the simplest ones. She knows that even a small answer can make a complicated process feel more manageable.
“When you get that ‘thank you so much for answering all my questions, you’ve helped me so much’ — it makes you feel good to help someone else and make their life a little bit easier,” she says.
That desire to make things easier shapes the way she supports customers: listening carefully, helping them work through their questions, and sharing practical information to help them move forward.
Meeting Every Customer Where They Are
The support customers need often depends on how familiar they are with the house plan process.
Experienced builders often come in with a focused list of needs and expect someone who can keep up. Lindsay understands that dynamic well. "Somebody who is more experienced can give you a checklist of 10 items and say, 'Can you help me pull some plans that incorporate these pieces?'"
First-time home builders often need more context, clearer terminology, and reassurance as they work through unfamiliar questions. “We’re doing a little bit more hand-holding,” Lindsay says, “giving them tips on what questions to ask a local builder, what questions to ask your permitting office.”
Exploring Modifications Before You Purchase
Deirdre’s advice is consistent: explore the modification quoting process before you purchase. "It can help with choosing which plan will work best," she says, "by eliminating plans that may not be feasible to modify as desired."
That upfront clarity can help customers avoid lost time, unexpected costs, and choosing a plan that may not support the changes they need.
Tools That Help Customers Make Informed Decisions
Understanding Potential Building Costs
Betsy guides customers through decisions with a practical approach. "I try to get them to think about the whole picture," she says — form versus function, budget, lot size, lifestyle.
When budget questions come up, she often points customers toward a
Cost-to-Build Report. "They give customers a ballpark idea of costs in their area and provide a detailed breakdown of how that cost is calculated — there are often factors they hadn't thought about."
She also recommends
Materials Lists once a builder is involved and planning for materials begins.
Experiencing a Floor Plan at Full Scale
Deirdre often recommends
Walk Your Plans to customers who want to experience a plan before building.
"It's a great way to guide possible modifications and rule plans in or out by getting the best experience on the layout and sizes before building."
For customers who struggle to visualize a house plan on the page, standing within the layout at full scale can make the space easier to understand.
The Moments That Matter Most
Seeing a Customer’s Build Come to Life
For Lindsay, one of the most rewarding moments is receiving
photos from customers who have built their plans.
“The most exciting thing is when a customer comes back and sends us photos of their build, and we can see it come to life,” she says.
Seeing how someone personalized their home through finishes and selections reminds Lindsay what all those earlier conversations helped make possible.
Supporting Customers Through Personal Decisions
For Betsy, some of the most meaningful conversations involve customers planning around the needs of someone they love. That includes customers building to accommodate a loved one with physical challenges and working carefully through how a layout can serve someone’s specific needs.
“There are sometimes heartfelt conversations,” she says. Those are the ones that stay with her.
Their House Plan Must-Haves
Each team member has a different must-have for their own home:
Patrick would start with a great entryway, foyer, or mudroom — a dedicated space to transition between the outside world and home.
Deirdre wants a dining room open to the kitchen and great room. "I have so many amazing memories at a table with family and friends," she says.
Lindsay comes back to a warm, open kitchen with a well-sized pantry and easy access to outdoor entertaining space — features that support gathering.
Betsy keeps it honest. "Just one feature?" she laughs. "Then I'd have to say a big comfy couch."
Have a question about a house plan, a modification, or where to begin?
Connect with our Customer Success team by phone, chat, or email.
