3 Truths of Customer Loyalty
April 19, 2021
Customer loyalty is not easy to achieve or maintain, but it is vital to the long-term success of every business.
At Standard, our focus on building and maintaining a high level of customer loyalty centers on exceeding the expectations of our customers. We have 3 fundamental truths as it relates to these efforts:
- Provide an honest and realistic project duration. Our managers understand the importance of honestly evaluating the project scope. Over-promising on a project schedule or delivery date does not do anyone any good and will lead to a customer being dissatisfied when the unrealistic completion date is not met.
- Ensure our customers can carry on their business with as little disruption as possible. If the customer is a hospital, then making sure not to disturb patients is an important requirement. If Standard is working on a distribution facility, it is vital that our operations not impede the traffic flow of freight arrivals and departures.
- Minimize negative impacts of a customer’s interior operations. A “no leaks” commitment to a customer during a roof replacement is vital. And when applicable, controlling noise generated by our operations on a customer’s facility is of great importance. This is especially true of roofing and other building envelope projects for K-12 schools, colleges, and universities.
Being committed to what it takes to maintain customer loyalty is not always easy, but at Standard, earning our customer’s loyalty is at the core of our business.