4 Things You Might Overlook
"Before I started PMG Construction, I worked for an energy company that hired architects and contractors for their various projects. It was great exposure to the owner's side of things and I often refer back to that experience and try to put myself in our customer's shoes." Jason Bryant, Founder + CEO
The Anxiety of Choice
The relationship between the contractor, end-user client, and architect can sometimes be frustrating if not adversarial. Even with the best of intentions. According to a survey by the Associated General Contractors of America (AGC) cost overruns, keeping on schedule, quality of work, and poor communications were the most common complaints. In our internal survey, we found that cost, scheduling, and reliability were key pain points. These among other issues add to the anxiety associated with selecting a contractor you can count on. It’s undoubtedly a challenge. Of course there’s budget. And then you have to consider capabilities, experience, licensing, insurance, and performance as just a few of the many considerations. But have you overlooked something? Maybe there is more to consider.
Customer First Isn’t Just a Slogan
It’s not news that “putting the customer first” is just good business. Everyone acknowledges how important customer service is but it seems to have lost its luster. This is especially true with technology undermining the personal touch in customer service. In the construction industry, we are all striving for the best quality, at competitive pricing, and timely delivery. But there is more to a project than just doing the work. Customer expectations continue to grow. They expect more attention to customer service and relationship building — and are willing to pay a premium for it.
“Nearly 70% of people would spend more money with a company that has excellent customer service.” Ameritas — Why Good Customer Service is Important
We have found, that delivering on the customer experience is as much about the intangibles as it is the actual work. For example, we think that Communication, Transparency, Collaboration, and Personalization are 4 key cornerstones of an exceptional cllent-contractor relationship. This is why we believe these are important considerations in evaluating and selecting the right contractor for your job.
Don’t Overlook These Contractor Attributes
1. COMMUNICATION
One of the top complaints about contractors doing tenant improvement work is a lack of communication.
“62% of the respondents in the AGC survey reported communication issues with contractors as a major source of frustration.” Associated General Contractors of America
Whether it’s not responding to emails in a timely manner or failing to provide updates on the progress of the project, poor communication can lead to misunderstandings, delays, and a breakdown in trust between the parties involved. And it’s more than simply staying on top of project logistics. It’s about building and maintaining the relationship. And, let’s be honest. It’s not that hard. Today’s technology makes it infinitely easy to stay in touch, be proactive, and follow up promptly.
When considering a contractor for your project it’s fair to ask: “How are you promoting good communication and how has it contributed to a better end result?“
2. TRANSPARENCY
It’s fair to say that construction is not the only industry that has a reputation for not being fully transparent. Automotive, financial, and telecommunications have all struggled with transparency. And any failure in transparency will only lead to mistrust. One of the key pain points in construction is a lack of price transparency. And that often means budget overruns and the impression that the contractor can’t manage costs effectively. Plus a lack of scheduling transparency can also be frustrating. Nobody likes surprises and in construction that’s usually bad news.
“Forty-eight percent of the AGC survey felt contractors were not transparent in their pricing leading to unexpected costs”
Transparency is what builds trust and confidence. As a contractor, we need to acknowledge and support what a client expects. It is the basis of a relationship that can well outlive the life of any given project.
Ask the contractors that you are considering — “What is your approach to transparency and how can we be assured that it’s something we can rely on?”
3. COLLABORATION
So much more can be accomplished by working in collaboration. It is a benefit to both contractors and to their clients. It just makes sense to take advantage of a diversity of skills, experience, and perspectives. But sometimes collaboration gets lost in the relationship between the contractor, client, and architect. That’s unfortunate. Because that’s when collaboration can make a difference in how smooth a project works. Everyone should be working towards the same goal. Collaborating to solve problems along the way will lead to a better result. And solidify the working relationship.
“Sixty four percent of workers claim that poor collaboration is responsible for three or more lost hours of productivity per week.” Gallup
Collaboration within the contractor’s team is essential. But collaboration between all stakeholders in the project will help ensure efficiency, quality, and cost-effectiveness.
Be sure to ask a potential contractor — “What measures do you take to foster a collaborative working relationship among all parties throughout the life of the project?”
4. PERSONALIZATION
We sometimes forget that clients are consumers, too. Consumers prefer companies that strive for a personalized approach to the products and services they provide. People just naturally want special attention.
Seventy-one percent of consumers expect companies to deliver personalized interactions. And seventy-six percent get frustrated when this doesn’t happen. McKinsey & Company Next in Personalization Report
Construction companies need to take note. Personalization is as relevant in our industry just as much as it is in retail or other industries. It’s just human nature that people want personal attention. They want to know that their unique problem or need is being treated with equal care and attention. In construction, no two projects are the same. A personalized approach recognizes what makes the project different. And that will be reflected in how the work is performed. A personalized approach will signal to the client that everything is being done to meet, if not exceed, their unique needs.
Make sure you ask contractors under consideration — “How do you go about personalizing the relationship between our two companies?”
Choosing the Right Construction Partner
At PMG we have learned how valuable the client relationship is in ensuring the best possible project results. The hard part of any project is doing the actual work. The easy part is providing exceptional customer service. There is no reason not to provide good communication, full transparency, teamlike collaboration, and personalized attention. It’s not that hard. It just takes the will and commitment. it can make or break a project which is why they are legitimate issues for whoever is being considered for your project. At PMG we believe they are so essential that they are imbedded in our brand culture, values, and mission.
The more you learn, the more you know, the better decisions you make. That’s progress!