A Tour of the Sonus Customer Experience
Author: Daniel Smith, Customer Success Manager
At Sonus, we don’t just provide acoustic solutions; we deliver a seamless, customer-centric experience that blends 35 years of expertise with unparalleled support from start to finish. From the initial contact to the post-installation follow-up, we are dedicated to providing comprehensive support every step of the way.
Acoustics is at the intersection of art and science. I've talked to architects who've had a few days of acoustics education and some have had 8 weeks. We have 35 years and make it our mission to assist month after month during the entire spec process. Other times you know exactly what you want, where you want it, why you want it, how you want it, and you need a solution yesterday. That works for us too! We’ve had customers go from spec to purchase order in less than a day. We will move at whatever speed you do. What we have found is that successful projects at least consider everything in our process and the most successful collaborate throughout.
Here’s what you can expect when you partner with Sonus for your acoustic needs:
Step 1: Shopping and Scheduling a Consultation
Your partnership with Sonus begins with scheduling a consultation via our website. This initial contact allows us to understand your project requirements and tailor our services to meet your specific needs. The more information we receive when scheduling the consultation, the more we can adapt the consultation to your unique project. Any drawings, pictures, measurements or specific information you can provide before will help us to be prepared, and modify the experience for you and your space.
Sonus is the only manufacturer with up-front, public, consistent budgetary pricing for all. Every product has high-level costings on the website. Take Grille Great for example, the price is right there for all to see. No waiting, no being forced to talk to a salesperson, no private information required. Often the best customer service isn’t an action, it’s removing an action.
Why is this important? We want to save you time and time is money. Our goal is to create the best experience possible for the people in your spaces and the people designing those spaces: you! Whether you have a half million dollar project that needs an acoustic solution in 6 weeks or are prepping for an RFP in 4 months, at Sonus everyone gets the same amount of care.
Step 2: The Consultation
During the consultation, our experienced customer success team will guide you through every aspect of your project. This includes:
If an RT calculator is required, we will discuss timelines of when you can expect the acoustic report.
Why is this important? Great design is many times a tradeoff. Maybe you want a fancier material and maybe that effects the NRC. Lower NRC means more square footage. More product might equal more cost, and so on. We will help you make the right decision, the first time, that navigates every consideration.
Step 3: Performing RT Calculation and Creating Acoustic Report
Following the consultation, if it is required, we conduct RT calculations to assess the acoustic characteristics of your space accurately. Based on these calculations, we generate a detailed acoustic report that graphically shows the acoustic properties of your space and outlines our recommendations for achieving optimal acoustic performance. You will receive this report with an initial quote based on the different options we provide.
Why is this important? Just a few years ago manufacturers would have told you something like, "take the room width x length and multiply that by 20%." That does get you in the ballpark — there's a reason these simple calculations have been used for decades. But what about signal location, average occupancy, other materials in the space, shape of the room, reverberation time, etc? Our report will factor in everything and present it in a way that is easy to understand. You won't be "in the ballpark" you will hit a grand slam.
Step 4: Reviewing Options and Quotes
Once the Acoustic Report is ready, we provide you with quotes for at least two options tailored to your project requirements. At this time we can also work with you to develop drawings or renders of your space if needed. We have a team of experienced designers ready to help you whenever the need arises. A follow-up call is then scheduled to discuss these options in greater detail, ensuring that you have all the information needed to make an informed decision.
Why is this important? Simple: you need options, you need buy-in, and you need to how to respond when challenges arise.
Step 5: Providing Documentation and Maintaining Communication
Transparency and communication are paramount throughout the project lifecycle. We provide you with all the necessary documentation, including specifications documents, cut sheets, drawings and installation guidelines. We also maintain regular communication to keep you informed at every stage. At this point we can provide submittal samples or generic samples of the products selected for the project (we will customize our communications to your preferences).
If you need help keeping materials in the spec with the VE'ers and bean counters, we got you there too. In fact, we wrote the book on it. Almost 100 hours of research and interviews went into our CEU: How to Cut Acoustics from Your Budget.
Why is this important? Not all projects are alike and we revel in the challenge. The customer success team expects the unexpected (and solves those challenges) so you don't have to.
Step 6: Placing and Fulfilling the Order
Once the details are finalized, we move swiftly to place your order into production. Once an order is placed, we will provide shop drawings if they are required for the project. Our state-of-the-art facilities ensure timely production and shipment of the specified products, keeping your project on track and on schedule. If we are even a minute late shipping your order, we mark that with an L. 95% of our orders go out before our target.
Why is this important? Every order is tracked digitally on our connected production floor, giving you up-to-the-minute status of where your products are in the manufacturing timeline. The system will also auto-email you when your products have hit certain milestones, no phone calls and hold music required.
Step 7: Pre-Installation Meeting
Before installation begins, we ask to schedule and conduct a pre-installation meeting with the installer. This allows us to ensure all products were received and in perfect condition. We will also review the project scope, discuss contractor supplied materials, address any potential challenges, and ensure that everyone is prepared for a successful installation.
Why is this important? There are 4 groups in every spec: client, architect and designer, contractor and installer, and manufacturer. The installer needs to feel confident with the product and the installation. Throughout the spec journey when working with Sonus, your contractors will feel just as confident as you do.
Step 8: Follow-up
We can’t continue being the best acoustics manufacturer without feedback. A few weeks after your install date, you’ll receive an email asking to rate your experience with us from 0–10. You might know this as a NetPromoter Score. An NPS over 80 is considered world class. Our lifetime NPS is 93.9%. Any scoring and feedback is totally anonymous. If you have praise or criticisms, bring it on! You can also call us at any point to share feedback.
Why is this important? If you had an excellent experience working with us the first time, we want you to have the best experience you have ever had the next time, and there is only one way we can do that.
Conclusion
Specifying acoustics with Sonus is a collaborative journey focused on delivering exceptional results. From the initial consultation to the final installation, we are committed to providing unmatched support and expertise with solutions on-time and below budget. Our priority is making your vision a reality. We don't just meet expectations—we exceed them with measurable results that speak for themselves.
Ready to transform your space with Sonus acoustic solutions? Schedule your consultation today and experience the difference firsthand.
