Customer Relationships
The Buck Stops Here.
Yesterday, I received a call from a customer concerning our performance on a project. It was not the kind of communication I relish receiving, but I needed to hear it….
Customer Relationships
I’m Curious…
There are two ways to look at networking functions: A box to check, or an opportunity. Since you are there anyway, the “opportunity” option seems to make more sense. I’m…
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Communicator-in-Chief
Last weekend, I watched an interesting piece by Ted Koppel about how communication style and mastery of current mediums has affected the presidency. Franklin Roosevelt and his famous Fireside Chats made radio…
Customer Relationships
Workplace Gardens
When we made the decision to trade our offices in a corporate environment for a 16-acre campus, a garden was part of our plan. We saw a garden as part…
Customer Relationships
Where is the Heart?
In the construction business, it can be common to ask for a Fee & General Condition proposal prior to the plans being finished so that a customer/owner can bring a…
Customer Relationships
Make the Acquaintance First
For some, the idea of “sales” is a little too comfortable, and they push products and services before it’s appropriate. For others, making a pitch is uncomfortable. I would argue both sides…
Customer Relationships
Actions vs Mindset
Maybe one of the secrets to being a successful company isn’t all about what you do. Maybe it’s more in how you think. For us, it’s been important to focus…
Customer Relationships
When Pigs Flew
There was a time when pigs did fly. Each year in December, I would look forward to my mother taking me to ride “The Pink Pig” at the downtown Atlanta department…
Customer Relationships
The Art of Listening (Or Paying Attention)
One of our senior managers recently told me about walking a project with our civil site superintendent and a customer. As they toured the job site, the customer asked several questions and shared other thoughts while they walked. Without…
Customer Relationships
Skill vs. Judgment
In the last few days, I was talking with our CFO about what distinguishes between a good hire and an average one. He said something like this: By watching how…