Performance & Quality
- Under promise and over deliver
- Every individual be at their best
- Use historical performance
- Communicate (internally first)
- Utmost attention / knowledge of the service and product they need
- Anticipate customer’s needs
- Establish / maintain good working relationships
- Do only what you do best
- Have measurables / standards
- Be organized
- Identify problems and resolve promptly
Be Dependable and Reliable
- Do what we say when we say
- Provide realistic schedules
- Meet the schedules
- Let them know early if we can’t meet
- Keep customers informed
- Stay one step ahead
- Provide quality materials
- Execute with good sub-contractors
- Have quality engineering
- Qualify the requirements (define scope properly)
Be Easy To Do Business With
- Contracting vehicles
- Adaptability
- Customer service / availability
- Accessibility
- Never pass the buck
- Be friendly
- Information technology
- Understand customer’s needs / wants
- Know when to walk away
Show We Care · They Couldn’t Have Made A Better Choice
- Accept each other’s comments
- Professional looking proposals, drawings, etc.
- Appearances
- Clean, professional, friendly, helpful, can-do company
- Quality, performance, dependable
- Thank you notes – job follow up
- Framed photos of projects
- Surveys
- Efforts to improve
Provide Lasting Value
- K-CON works with each customer to determine what their definition of “value” is
