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Going the extra mile

customer service

“There are no traffic jams along the extra mile.” – Roger Staubach, Super Bowl VI MVP

Today’s work world is as competitive, if not more so, than at any other time in history. With the economy struggling to gain traction, many companies are asking more of themselves and their employees in an effort to not only survive, but succeed where more and more businesses are failing. How do they do that you may ask? It is not as difficult as we may think. The one thing we all have control over is customer service. What makes a company want to do business with your firm as opposed to your competitors?

Personnel and skills are similar, and margins are often comparable. The main difference and what sets most companies apart, is its ability to perform at high levels and the willingness to go above and beyond to help customers achieve their goals. In construction, this can take place in many ways. It may be providing additional services such as feasibility reviews, document reviews, or construction phasing. It could also be providing additional personnel at critical times to manage processes. Communication and keeping customers informed at all times is also of critical importance and gives the customer a feeling of being part of the team. This builds trust and inspires confidence in your abilities to address their needs. If we do all that we can to help our clients succeed, it will pay dividends long after the project is completed and the files are stored.

By building lasting relationships, we become trusted partners and the ones they will contact the next time they need assistance or guidance. Challenge yourself with going the extra mile. Your customers will identify with your willingness to help, and the results can have tremendous impact on your company’s ability to stand out in the crowd.

Do you have an example of excellent customer service you experienced? Tell us about it!


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Article by George Knoll, Senior Estimator
gknoll@massarocms.com

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