Becoming a Construction Champion: Mastering the Art of People-Centric Service

Unlocking the Secret to Construction Success

In this insightful episode of the Construction Champions podcast, host Ron Nussbaum sits down with industry legend Joe Crisara, the "America's Service Sales Coach" from Service MVP. Joe shares his wealth of experience, spanning over 47 years in the construction and service industries, and reveals the key to becoming a true construction champion.

Becoming a Construction Champion: Mastering the Art of People-Centric Service Blog Image Joe Crisara

The Crucial Balance: Technical Expertise and People Skills

According to Joe, the secret to construction success lies in striking the perfect balance between technical expertise and people skills. He emphasizes that while construction is heavily focused on materials, measurements, and quality of work, the people aspect is often overlooked. Joe believes that a construction champion must be able to seamlessly connect the technical solutions to the needs and desires of the people they serve.

"A champion has to take the technical part of the thing and the tools we use and the materials we're going to do the way we secure things together, uh, which are more reliable and higher quality to be able to explain the impact that those things are going to have on your customer long term and short term."

Overcoming the 24-Year Learning Curve

Joe shares his own journey, revealing that the first 24 years of his career were spent learning how to do things wrong, while the subsequent 24 years were dedicated to mastering the right way. He emphasizes that this experience has given him a unique perspective, allowing him to help others avoid the pitfalls he encountered.

"I still today, to this day, can smell when somebody does something wrong. I don't even see it or hear it. I can just smell it, you know? And then I also have, uh, 24 years of knowing exactly what to do right to offset that."

Bridging the Gap: Simplifying Complex Concepts

Joe's approach to training and coaching is centered on simplicity and transparency. He recognizes that many construction professionals struggle to translate complex technical concepts into easily understandable solutions for their clients. By drawing from the teachings of renowned experts like Dale Carnegie and Stephen Covey, Joe has developed a streamlined approach to communication and relationship-building.

"Simplicity is one of my highest values. If I can't teach it to Ron Nussbaum or Joe Crisara, how am I going to teach it to anybody else?"

The Path to Profitability: Prioritizing People and Profits

Joe emphasizes the importance of maintaining a healthy balance between people-centric service and profitability. He believes that construction professionals should strive for a minimum of 30% net profit after taxes, which requires a gross profit margin of 65% to 75%. However, he cautions against the temptation to chase new niches or markets before mastering the core of one's business.

"I believe that every contractor deserves at least a 30% net profit after taxes. Uh, and I think that's going to take a gross profit of 65% to 75% to do that."