Customer service is a talking point for a lot of businesses, but what does it really mean?
At Joe Lamb, Jr. & Associates it means personal, individualized attention for each of their vacation rental homeowners and renters. This small, family-run company earned success by paying close attention to its customers, yet even as they’ve grown from managing a modest number of homes to more than 500, they’ve never gotten too big to lose sight of the value of taking good care of people.
A perfect example of this type of personal service was during the company’s reaction to the COVID-19 pandemic. Before making any big, sweeping decisions, the staff at Joe Lamb, Jr., including President and General Manager Dan Hardy, reached out to many homeowners in their vacation rental program to gain perspective on how they would like to see the company proceed.
“Every situation is different, and every scenario needs to be talked about,” Hardy says. “Each client needs to be heard individually. Some of our owners were surprised at this level of individualized attention, but that’s what separates us from the pack: individual attention to every owner and guest.
The staff also paid close attention to their vacation rental guests. When travel to the Outer Banks became restricted, the staff personally worked with each guest and offered the flexibility they needed, whether it was a refund or a transfer of their reservation. When the Outer Banks reopened for visitors, Joe Lamb, Jr. & Associates established the protocols to ensure guest safety (see sidebar) and had the staff power available to assure concerned guests of the safety measures in place.
Joe Lamb, Jr. & Associates has been perfecting this concept of personalized service for 52 years. In fact, The Personal Touch was the company’s first marketing slogan when Joe and his wife, Ann, opened in 1968. Although that exact slogan certainly wouldn’t make the cut in the era of coronavirus, it’s always been a guiding principle at Joe Lamb, Jr. & Associates, even as their children have taken more active roles in the company. Their staff, most of whom have been with the company for decades, have perpetuated it.
“We are a group of Outer Banks locals who really enjoy taking care of our visitors,” Hardy says. “We listen to our homeowners and guests and talk to them like they’re friends.”
This mindset has helped Joe Lamb, Jr. & Associates develop a loyal clientele of homeowners from all over the country and a faithful following of renters in homes from Duck to South Nags Head. It has also helped them earn a reputation as one of the most respected vacation rental companies on the Outer Banks, not only in terms of vacation rental standards, but also in terms of community giving.
Though it might not be what you’d expect for a company that’s been around for a half-century, Joe Lamb, Jr. & Associates is known for always being in tune with the ever-changing vacation rental market. They embrace technology and use it to their advantage. From keyless entry (perfect for social distancing) to real-time online pricing and booking to their ultra-convenient Guest Hospitality App, their forward-thinking efforts to improve guest experiences pay off with high renter satisfaction.
Joe Lamb, Jr. & Associates also continues to be a shining example of the good that a small, locally owned business can do in a community like the Outer Banks. The company contributes to countless organizations and works to better the tourism economy as a whole. Through sponsorships, scholarships, fundraising, volunteerism and charitable support, they contribute to educational, environmental, historical, arts and social organizations and causes.
On the real estate side of the company, the expert Realtors at Joe Lamb Realty are also dedicated to personal service. Whether they’re helping clients relocate to the Outer Banks, purchase a rental investment home or sell a house, they are known for giving their utmost dedication to real estate transactions.
With the opening of their new services building this year, the Joe Lamb business family continues to grow and innovate in spite of current events like coronavirus.
“After 52 years, we’ve weathered every possible storm, and we’ll get through this one too,” Hardy says.
What People Are Saying About Joe Lamb, Jr. & Associates
“Our wonderful vacation would not be possible without the great people at Joe Lamb. We very much appreciate all the work that you all do for us. You made a middle-aged hard-working couple feel like kids again, full of joy and happy memories. I cried all the way across the bridge when we left yesterday.” - Tracey T. (guest)
“I have rented from Joe Lamb Jr. for multiple years and everything has always gone as planned or with great service to fix the problem. One year, construction on a house was not completed as expected. Joe Lamb was able to find me a suitable replacement in short order that still fulfilled all our family’s and friends’ needs. I have found them to be quick to respond and to manage paperwork in a timely manner.” - J.D. (guest)
“As a 5-year partner with Joe Lamb for our rental property in Kill Devil Hills, we have always experienced the diligence and respect combined with knowledge of the community that far surpasses our expectations. In a very competitive market, our house is consistent in its attraction of renters.” - Brian C. (owner)
Summer of Safety
This summer, safety is the number one priority at Joe Lamb, Jr. & Associates. The company signed Dare County Visitors Bureau’s Tourism Pledge, joining dozens of other local businesses in a promise to protect their employees and keep their customers and clients safe. Everyone at Joe Lamb, Jr. & Associates is washing hands, practicing social distancing, wearing masks and conducting business via phone and email as much as possible. The cleaning crews are following CDC guidelines to keep every home clean and disinfected, and the maintenance staff is following stricter guidelines. Guests are encouraged to bring their own pillows and comforters and wear their masks around town.
For more information on Joe Lamb, Jr. & Associates’ coronavirus policy and procedure, click here.
joelambjr.com
(252) 261-4444
4607 N. Croatan Highway, Kitty Hawk
About the Author Molly Harrison
Molly Harrison is managing editor at OneBoat, publisher of OuterBanksThisWeek.com. She moved to Nags Head in 1994 and since then has made her living writing articles and creating publications about the people, places and culture of the Outer Banks.
