Construction is a Service Business
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Service
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Residential construction is all about building and doing a quality job in a timely and cost-effective manner, BUT at the residential level, it is equally about service.
Unlike commercial, heavy, or industrial construction, our work is very personal. We are working in the Client's homes; it is not just another house; it is their home, where they live, love, and play—and now we are part of it for a short period.
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When working in someone else's home, you must respect it as a visitor and a guest. Take off your shoes, don't leave trash, and speak politely and respectfully; I will repeat it, it is their home, and we are visiting.
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Because this business is such a personal service at all levels, it is vital.
If the Client makes a request, no matter how insignificant it may appear to you, take care of it as soon as possible and let them know when it has been completed.
Go out of your way to be helpful and offer assistance, they will long forget the quality job you did on the foundation, but they will remember that you made sure their car was never blocked in when they were late for soccer practice.
Keep the neighbors in mind as well, we will leave, but the Client will be their neighbor for years to come, so show them respect. Besides, they may be a client as well someday.
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It all sounds trite and squishy, but it is so important. The Client has no idea what you are doing out there. So even though they should be awestruck at the tremendous framing feat you pulled off, they never will.
In the end, they will see the finishes, the millwork, trim, stone, and paint, and they will remember the service and friendly nature of you and your crew. So leave them with the best impression possible.
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Management tip: As you leave to go home each day, look around as if you are the owner returning from a tough day at work. Does the house look better than expected? Is it safe for the kids? Will they be proud to show it off to their friend and neighbors? If the answer is yes, a big service goal has been realized.
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Are you ready to work on your business instead of in it? Let's set up a call
I make Podcasts Fun, Easy, and Stress-Free for you???? Operations Leader by day ? Cricketer by evening ?? ? Top 10% of Podcasts in the ?? ? Speaker ? Podcast Coach for Busy Lives
1 年Clients want to feel valued and heard throughout the entire process, and delivering excellent service can help build trust and loyalty.
I empower men to break unhealthy patterns, strengthen their relationships and lead from their heart without going to therapy.
1 年Customers and clients are the focus.
Executive Performance Coach, TedX Speaker & Founder @ NYOC - Straight Talking: Shaping Senior Management into being Nothing But Leaders, Businesses to Outperform, Grow From Failure & Achieving 10x Results.
1 年Never thought of it like this. It is about the service and keeping the neighbours in mind is just as important here.