My wife was talking about our own recent remodeling experiences, but she could have been referring to every contractor when she remarked one day: “It’s the last 10% of the job that customers remember.” I would bet that the size of your typical punch list and the speed with which you handle those final jobs links to how often past clients give you referrals.
This year’s Big50 members understand intimately the importance of finishing well. Their profiles reveal a common belief that success comes from building a culture in which customer service is delivered in myriad ways by employees who are valued by their bosses and encouraged to grow. In such a culture, details matter.
You see it in how C&R Remodeling’s owner applies past experiences in the hospitality business to serving customers now. At Josh Nelson Builders, care shows up in little things like thank-you notes when projects are completed and gift baskets at holidays.
Starburst Construction COO Cindy Carey could have been speaking for all the Big50 when she declared: “We don’t have customers. A customer is a one-off and that’s not what we do. We have clients. For me, a client is someone you have a relationship with for life. A lot of clients have seen our kids grow up and we’ve seen their kids grow up.” This Big50 understands that you can’t deliver great service without happy employees committed to the cause.
Carmel Builders’ owner focuses on making sure his employees have fun and are staying healthy. “I don’t want people to feel like it’s a grind,” he says. Along with unlimited time off for salaried employees, the company plans to pay employees to do things like run marathons and join gyms via a health stipend similar to a tool stipend.
Bonding matters, too. D.R. Domenichini employees spend one week per year in meetings to come together, regroup, and plan innovations for the next year. And at Built Square, once every two weeks, the owners escape from the office for an outdoor adventure—skiing, snowboarding, surfing, and the like.
You won’t find a consistent strategy in our 50 profiles. The winners come in all sizes and styles. But every one of them shows a drive to constantly get better. They don’t fade when they reach the final 10% of the project. It’s their key to getting the next job.
