Professional Customer Service with repeatable, predictable and positive outcomes
Different kind of construction relationship Not Status Quo
Responsive, safe solutions and innovation
Construction experts that can be trusted to do what is right & watch out for the client’s interest first
Responsive and timely communications
Transparency in decisions, work, results
A flexible resource pool and experience base
We Must Live Our Mission And Values!
Customer Focus Of Our Brand Centennial Objective: Driven to provide solutions that allow our customers to look like heroes and remove the conflict & stress out of construction projects. To be the trusted advisor of our clients.
Start Thinking About Customer Satisfaction? Searching For The Perfect… Customer
Better Marketing Attracts Right Customers ? ? ?
Relationships At Heart Of Value Statement We have Strategic Relationships on multiple fronts (employee, clients, subcontractors, partners) and encounter them every day. For the purpose of this presentation we are focusing on Strategic Relationships with our current customers. Our premise: Those contracts with excellent customer strategic relationships achieve higher gross margins.
Relationships Define Us Our Competitive Advantage
Tools To Help CS Culture Take Root Zero Punch List Club 4.0 Club 100% Club Customer Service Stand Downs One On One Sessions Customer Satisfaction Surveys Stories We Share New Employee Orientation
Continually Evolving Customer Focus Program Alignment System for Success Welcoming New Clients
Strategic Customer Relationships Drive Success We looked at the 10 highest and 10 lowest Gross Margin % contracts in 2006, 2007 and 2008 YTD (volume above $2M) and compared them with their Customer Satisfaction Survey Scores. Relationship Value GAP So What Do You Think The Difference Represents Between The Top & The Bottom?