Beyond Expectations: How True North Delivers Unmatched Client Service

At True North, we're passionate about what we do and creating successful client outcomes. We focus on collaboration, transparency, and alignment, ensuring that every project is a collective effort where all stakeholders work toward the same goal. Our goal, our priority, is to strive for something different, something impactful. We're not here to simply follow the industry's conventional path—we're here to change the way things have always been done in search of something better.

To achieve this and improve the standard practices within the construction industry, the True North Client Service model is our guiding principle. It shapes everything we do, enabling us to deliver exceptional results and provide an unparalleled client experience.

Here's how we do it:

A PROBLEM-SOLVER MINDSET | We approach every challenge with a mindset focused on solutions, not obstacles. When issues arise—we face them head-on with creativity and resourcefulness, ensuring our clients' needs are met.

Evan Thomas , Senior Project Manager: ?On any construction project, we encounter challenges almost daily—whether due to design conflicts, unforeseen conditions, or specific site issues. Maintaining a problem-solving mindset is crucial when addressing these obstacles.

To resolve issues quickly and efficiently, I gather all relevant information to assess the situation and determine the most feasible, cost-effective solution. One of my best practices is to approach problems with potential solutions in mind, and I encourage my team to do the same.

A good example of this approach occurred on a school project when a subcontractor failed to deliver and install a fixture approved months earlier, which was required for the Owner’s punch list. When questioned, the subcontractor claimed a change order was needed, but our team discovered no such request had been submitted. As a result, the subcontractor had not priced, procured, or fabricated the fixture.

The subcontractor then stated it couldn’t be fabricated in time, jeopardizing the punch list schedule. To resolve this, the project team contacted two other fixture providers for pricing and lead times, securing a faster delivery from one. We also contacted a custom fixture company, which offered an even better lead time, allowing us to install the fixture before the punch list date.

This situation highlights the importance of resourcefulness and creativity—seeking alternative vendors to meet project timelines while holding subcontractors accountable for their responsibilities.

CLIENT-CENTRIC FOCUS - UNDERSTANDING & ARTICULATING THE BEST OUTCOMES | At True North, building lasting, client-centric relationships is the foundation of everything we do. By gaining a deep understanding of our clients' goals, vision, challenges, and shared values, we can deliver tailored solutions that support their long-term success. We seek to align our strategies with both their personal and professional objectives, clearly articulating potential solutions and offering alternative approaches when needed to achieve the best results.

Jody Waddell , Project Engineer: With one of our school projects, the client had very specific preferences regarding color selections for key visual elements, such as doors, walls, frames, and exterior columns. Our team prioritized collaborating closely to understand and embrace their vision to ensure the final choices met their expectations.

A key example was a request for the exterior doors to be stained, which would have resulted in a lighter color that lacked visual impact. In contrast, the exterior columns were painted a rich brown that "popped" and created a bold visual statement.

By actively listening to the client and recognizing an opportunity to enhance the design, our team suggested painting the exterior doors to match the color of the columns rather than staining them. This approach would improve overall visual appeal and create a striking look. The client embraced the idea, and the doors were painted to complement the columns. The outcome was a success, and the client was thrilled with the results.

IDENTIFYING CRITICAL DECISIONS | Time is of the essence. We prioritize expediting critical decision-making early on to increase productivity and avoid delays. Maximizing efficiencies ensures we stay on track and deliver faster, keeping the momentum moving toward success.

Jason Paterchak, Superintendent:? One of the most critical decisions in any construction project is engaging with the power company early, based on the jurisdiction. This early contact allows the power company to begin preliminary engineering and coordinate with local Authorities Having Jurisdiction (AHJs) to ensure the site is ready for power installation. Design approvals can take weeks or even months, so ideally, these discussions should begin as soon as the contract is signed and followed up in writing, and an on-site meeting with the power company should occur once the Land Disturbance Permit (LDP) is received.

Early power installation is crucial to avoid delays, especially for critical activities like providing conditioned air for building systems and installing sensitive finishes like resilient flooring. Without power, the project can come to a standstill. Additionally, early power enables the team to accelerate the schedule, potentially completing the project ahead of time and transferring utility costs to the owner, creating a profit margin.

Close coordination with the electrical contractor is also essential to ensure timely procurement and delivery of electrical components, helping keep the project on track.

EXPEDITED SPEED TO MARKET | Speed to market is crucial in today's fast-paced world. Our strategies maximize efficiency throughout every step of the process, helping our clients meet their deadlines without compromising on quality.

Mark Graffagnino , Senior Development Project Manager: At the start of the project, we provided the school with a construction schedule targeting a late January completion date, which they approved. However, shortly after, the school requested an earlier finish to move in furniture and set up classrooms before classes began. With the deadline moved to early January, we prioritized working closely with our prime subcontractor to expedite the work, even through the holidays. As a result, we successfully completed the building ahead of schedule, allowing the school to move in and start classes on time.

ENHANCING THE OVERALL STAKEHOLDER EXPERIENCE | Our service model is central to the experience of all stakeholders—whether clients, partners, or team members. We strive to improve this experience by fostering communication, transparency, and collaboration at every stage.

Richard Hilton, Senior Project Superintendent: True North values communication with all stakeholders, from investors and subcontractors to the community and the children who will use our products. We keep everyone informed throughout each project, from conception to completion.

A prime example is the Libertas Academy project. This project, the first of its kind in design, was well coordinated through meetings with board members, the school director, and our design and development teams. After finalizing the design, we held weekly meetings and on-site visits to keep everyone updated on progress.

Collaboration extended to our contractors, with daily on-site meetings and weekly trade partner discussions to clarify goals and expectations. Upon completion, we conducted walk-throughs with the client and addressed any concerns immediately, reinforcing that they are valued as part of True North's future legacy.

We also celebrate milestones, such as the school's opening and flag-raising ceremony, where we see the joy of families and students entering what is more than a school—it's an investment in their future. Through transparent communication, we've built lasting relationships with all stakeholders, fostering a strong and healthy future for the communities we serve.

LEVERAGING EXPERTISE & TECHNOLOGY TO DELIGHT CLIENTS | True North combines deep subject matter expertise with the latest technologies, allowing us to deliver solutions that exceed client expectations. Our commitment to staying on the cutting edge ensures we can provide innovation and exceptional value.

Jeff Fincher, AIA , Director of Design Services:? TNC utilizes BIM (Building Information Modeling) for construction estimating, enabling more accurate cost and quantity calculations. For one of our current multifamily projects, we partnered with 2PA Architects to develop a detailed BIM model. We created two levels of detailed 3D BIM models to extract data on building components, materials, and quantities, leading to precise quantity takeoffs and parametric cost modeling. This process improves project budgeting and cost control throughout design and construction.

The first BIM phase involves developing an in-house model based on schematic design drawings, which helps identify issues early and informs the architect's design development. The second phase incorporates the more refined Design Development BIM model, allowing us to reassess assumptions and finalize estimates. By leveraging this collaborative approach with 2PA, we can identify potential issues early, make data-driven decisions, and ultimately deliver greater value to our clients through more accurate estimates and efficient cost management throughout the project lifecycle.

The client experience is more important than ever, and our mission is to deliver valuable outcomes and positive experiences throughout every stage of each real estate transaction. Realizing this vision is paramount to the future success of our partners, we place a significant focus on combining subject matter expertise with the latest technologies, enabling us to engage and delight our clients.

By cultivating specialized expertise tailored to our client's needs, we can enhance and expand our client service model, setting us apart from other firms. This approach isn't just a philosophy—it's how we achieve results daily. We aim to deeply understand our client's goals, vision, challenges, and shared values and align our strategies with their personal and professional objectives. We clearly articulate potential solutions, offering alternative strategies when necessary to achieve the best possible outcomes.

True North is committed to doing the right thing every time, building lasting relationships, and consistently exceeding client expectations. This commitment drives us, and it's how we're shaping the future of the commercial real estate and construction industries.

Learn more about True North Companies.

Connect with our Leadership Team: Mike Locklear | Tom Underwood | Josh Hall