Carlin Campbell, Principal & CEO, PWCampbell
Carlin Campbell, CEO of full-service design-build firm PWCampbell, spoke with Invest: about the leadership transition at the firm, its differentiators, and the top priorities for the near term. “We manage our growth so it is sustainable. We make sure to align our strategies and conduct thorough research before taking on new growth initiatives,” Campbell said.
What changes over the past year have most impacted PWCampbell and in what ways?
Last year, we underwent a leadership transition that had been carefully prepared and planned over the course of several years. We worked well as a team to fill gaps and create a seamless transition. The executive team has an average tenure of 20 years, which helped create continuity within the group during the transition.
How are you approaching this new chapter for PWCampbell, and what are your top priorities as you take the helm?
We’re approaching it the same way we always have. We are evolving as an organization built on a solid foundation and are fortunate to have a team of highly skilled individuals who have been dedicated to our organization for an extended period. During our most recent annual employee meeting in February, we emphasized the effectiveness of our current processes and encouraged our employees to continue their successful practices. Our well-established processes and procedures do not require reinvention, as they are consistently and effectively executed. This reflects the exceptional management skills of our executive team and the dedication of our employees. In times of change, we adapt while always maintaining a steadfast commitment to delivering exceptional service to our clients.
PWCampbell has a long-standing reputation in design-build and consulting for financial institutions. How do you differentiate the firm?
At our core, our difference is our people who are talented enough to work anywhere, but they choose to work here because of our culture, our values, and our mission. We provide competitive wages, a comfortable workplace, and a caring team. This is how we deliver the best possible service to our clients. We do a great job executing from start to finish. We are constantly collaborating internally and communicating with the client, which helps us to build long-term relationships and earn repeat business. We make it a priority to develop trust and partnerships with our clients.
Which areas are seeing the most client demand, and why?
Our work is with financial institutions, mostly community banks and community credit unions. The banking landscape has changed tremendously over the last decade. Client demand is now driven by several market trends: organizations making data-driven decisions, the transformation of retail spaces due to customers expecting an enhanced experience, and the need to integrate the mobile/web and in-person user experience. We meet these needs through our process of starting with the strategic and financial goals of our clients. We then apply demographic, lifestyle, and market research data to inform our innovative design and technology solutions that are customized to meet our client’s goals, deliver exceptional retail branch experiences, and integrated mobile and in-person technology access.
What advantages does Pittsburgh offer in terms of talent, clients, and collaboration?
Pittsburgh is small enough that people don’t get lost in the shuffle. When we bring one talented person on board, they are likely to have connections to two more, which helps our recruiting efforts. Other larger cities may not have the kind of connections people make in Pittsburgh. Connections and relationships seem to be deeper and last longer here. Our outstanding reputation and longstanding presence in the market, spanning 115 years, serve as a competitive advantage. Over the years, our company has diversified its business offerings to align with evolving client demands, necessitating growth in our workforce to meet these requirements. One significant area of focus is technology, which is a vast industry experiencing rapid growth in Pittsburgh. Our clients are increasingly incorporating technology into their branch environments to enhance consumer engagement, self-service options, and product education and promotion. Consequently, we have established the PWCampbell Technology Solutions division, a service-oriented team dedicated to delivering in-branch technology like conference room systems, kiosks, tablets, in-branch music, and our proprietary digital signage platform, BrandVisionHD. Thanks to the exceptional talent we have recruited in the tech sector, this division has been able to offer award-winning solutions to our clients. Additionally, our retention rates are outstanding. We have a high number of long-term employees, due to our inclusive and welcoming culture, as well as our commitment to work-life balance principles.
How is PWCampbell attracting top designers, consultants, and tech talent in a tight labor environment?
The timeline for hiring technology positions happens faster than in construction. Nationwide, people aren’t going into the trades like they used to. We hired our first full-time recruiter a year ago. We previously worked with recruiting companies that specialized in specific industries. Educating those firms about our company and culture was challenging. However, the decision to hire a full-time recruiter has been instrumental in identifying top talent who not only have the required skills but also align well with our organizational culture. Again, our great reputation, competitive wages, enjoyable work atmosphere and work/life balance make the job much easier for our recruiter.
How is PWCampbell helping clients embed environmental and social responsibility into their design and operations?
The requirements of LEED and other sustainability practices are now embedded in every project; from reducing waste to choosing responsible products and materials. We are now also focused on visitor and staff wellness strategies which have come to the forefront of innovative design. Our discussions with clients include air quality, noise management, natural light access, flexibility of spaces for more public or private discussions and work, and even management of scent. We, along with our industry, continue to evolve and deliver the best spaces that consider the environment, the staff, and the visitor use of and comfort in the physical space.
Looking more broadly at the region, how do you see Pittsburgh’s economy evolving, and what role do local organizations like RIDC play in supporting that growth?
Pittsburgh is a tremendous city with a lot to offer. We’ve seen a lot of growth in the technology sector, and companies are coming here to set up shop and utilize the talent pool. A lot of our commercial work is done outside the city. We’ve been at the forefront of the financial services industry and have grown our footprint substantially. Our Pittsburgh roots help the technological side of our business tremendously. The tech sector is driving growth in other industries; we are excited to see what companies and industries come to the region.
Looking ahead, strategic clarity becomes key to long-term success. What are your top goals for PWCampbell over the next two to three years?
We will continue to invest in our staff, expand our geographic reach, and extend our industry vertically in technology, branding, and residential construction. The growth potential is there, and we need to continue to find the right staff. Our residential division, Phillip Wentzel Custom Homes has experienced significant growth within our company. Our excellent reputation in the custom homes sector is gaining traction, with large projects coming in through satisfied customers and positive referrals. We intend to capitalize on this momentum and continue to expand this division. We are also focused on growing the Technology Solutions side of our business and finding new products and services to offer our clients. We make it a point to grow sustainably through research and smart investments. We want clients for life. We help our clients make the right decisions and limit risk, no matter the project. We’re also focused on increasing our marketing efforts. We’ve always been a sales-first company, and it’s served us well, but reaching clients is more of an art now compared to 10 years ago. We want marketing to supplement sales, and vice versa, to attract more clients.
