THE PC WAY: CLIENT SATISFACTION

Posted on January 25, 2012 by Crystal DelleChiaie, Marketing Communications Specialist

At PC Construction, our core values are pretty simple. We, the employee owners of PC, are committed to:

• Excellence in all we do
• DELIVERING EXCEPTIONAL VALUE TO
  OUR CUSTOMERS AND SHAREHOLDERS
• Personal and professional growth
• Uncompromised integrity
• Zero Accidents—No Excuses

Each of these values is important to the company in a different way. Delivering exceptional value to our customers allows us to form successful relationships which translate to positive experiences, a greater chance for successful projects, and a foot in the door for future work with clients. A satisfied client spreads the word about a job well done and a construction partner that is second to none.

When the 2011 Kilbourn-Sawyer Award was presented to Project Superintendent John Lavoie in 2011, there was a lot of talk about John’s commitment to the client and the resulting positive impacts. We decided to sit down with John and get his take on the importance of customer service.

In the eyes of John Lavoie:

To me customer service means that the client is satisfied with our output every day and has confidence in the work we do. If you truly sell that service, it pays dividends in the end when they get the project they deserve and we are asked back for additional work.

When we were selected for the UVM George D. Aiken Center project, my UVM representative said he planned to be on the jobsite 40 hours each week. In the end, I saw him maybe 16 hours out of the week. My three-week look-ahead schedule was so detailed that he understood from his own desk what was happening on the job at any given time. He was so confident in our ability to deliver that he was able to concentrate on his other projects without having to worry about ours. To me, that’s customer service.