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Unlocking the Secrets of Construction Champions
In the ever-evolving world of construction, the true champions are those who prioritize the customer experience above all else. Ron Nussbaum, the host of the Construction Champions podcast, sits down with Chris Scully, the founder of Action Management Pros, to uncover the fundamental pillars that define a construction champion.
The Communication Conundrum
One of the most significant challenges facing the construction industry is the lack of effective communication. As Ron points out, poor communication costs the industry over $30 billion annually in rework. Chris echoes this sentiment, sharing his own experience of struggling to reach contractors during a survey. The message is clear: if you want to be a construction champion, you must prioritize communication and accessibility.
The Four Pillars of Construction Champions
According to Chris, there are four key areas that construction companies must master to become true champions:
Communication: Be reachable, accessible, and responsive to your customers, whether they are new or existing clients.
Punctuality: Show up on time, and if unforeseen circumstances arise, communicate the delay to the customer.
Cleanliness: Maintain a neat and orderly job site, minimizing the disruption to the customer's home or workspace.
Timeliness: Complete the project on time, as promised, without unnecessary delays.
Bridging the Gap: From Craftsman to Business Master
Many construction professionals excel in their trade but struggle with the business and customer service aspects of running a successful company. Chris suggests that this is often because they are drawn to the hands-on nature of construction, where "two by fours don't talk back." However, to become a construction champion, these professionals must recognize that they are in the "people business" and prioritize the customer experience.
Systemizing for Success
The key to mastering these four pillars is to create robust systems and processes within the business. By systematizing communication, punctuality, cleanliness, and timeliness, construction companies can scale their operations and maintain a consistently high level of customer service, even as they grow.
The Payoff: Becoming a Construction Superstar
Implementing these four fundamental principles can propel a construction company into the top 1% nationally. Not only will it improve the customer experience, but it will also have a significant impact on the company's profitability and reputation. As Chris points out, a construction company that operates at this level will have no trouble attracting and retaining top talent, further solidifying its position as a construction champion.
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Conclusion: Embracing the Customer-Centric Mindset
The construction industry is undergoing a transformation, and the companies that will thrive are those that embrace a customer-centric mindset. By mastering the four pillars of communication, punctuality, cleanliness, and timeliness, construction companies can set themselves apart from the competition and become the true champions of the industry.
Mastering the Art of Construction Customer Experience
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