Customer satisfaction goes far beyond quality construction.


  1. The biggest misconception
    1. Build a quality project and they will hire me again
      1. Not always true – if you are a pain to deal with they won’t want you back
    2. If the client gets the project they want then they will hire me again
    3. If I give the lowest price the customer will hire me
  2. To dominate your market you need to focus on customer satisfaction
    1. The quality project is only part of the equation to success
    2. There are a lot more pieces to the puzzle
    3. Give your customers a luxury journey
      1. The journey is the interaction during the construction process
      2. The paperwork / reporting / invoicing / interaction / changes / solutions / public interaction / etc.
  3. Customer satisfaction yields great results
    1. It’s 7 times easier to get more work from existing clients than to find a new one
      1. I consider referral business the same as repeat work
    2. Make things easy for your customers and they will make things easy for you
    3. Our #1 goal is to be the preferred provider and customer satisfaction is the solution
      1. Clients will want you on the next project
      2. They become raving fans
      3. They find ways to work with you and often pay more

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