Categories
Customer Service
“In our pursuit of perfection, we will catch excellence.” This proverb has its roots in a quote attributed to the great NFL coach, Vince Lombardi and is one we try to put into action daily, at all levels. Our customer service is particularly inspired by this thinking and there are 4 areas in which we consistently strive for perfection to achieve excellence:
Perfection in the Office
- Answer incoming calls within 3 rings
- No calls on hold more than 30 seconds without a check-back
- Take the initiative to help whenever possible
Perfection in the Field
- Safety first
- Strive for perfection in quality
- Prioritize customer concerns
- Protect tenant/users and interior contents
- Maintain open lines of communication with all stakeholders
- Maintain an organized, neat jobsite
- Committed crew members
- Provide a detailed scope of work prior to project start
- Pre-start, on-site review with supervisor and manager
- Division Managers regularly visit jobsite. ‘You get what you inspect, not what you expect’
- Strive for a Zero Punch-list
Perfection in Project Management
- Timely and accurate communications
- Documentation of differing site conditions – photos, email, etc.
- Correct submittals the first time
- Accurate and timely invoicing
- Always return phone calls and emails from customers
- Always tell the customer the truth
- Over-delivering is better than over-promising
- Thoroughly document everything from beginning to end
Perfection in Close-Out
Provide accurate close-out documents in a timely manner, including:
- Consent of Surety
- Proper warranties
- Release of liens
- Document allowances
- Copy of final inspection
- Follow-up to confirm architect receipt/process of close-outs
- Entire customer experience is professional, courteous, knowledgeable and productive
By tirelessly pursuing perfection in these four areas, we can achieve excellence, thereby always delivering excellent customer service.