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
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…
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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…
Customer Relationships
Just Ask.
About a year ago, a senior project manager of ours was having lunch in a local BBQ joint and happened to be sitting next to someone he had not seen…
Customer Relationships
How to Cancel With Class
As much as I try to avoid canceling commitments, it happens on occasion. We accidentally double book a lunch appointment or fail to calendar a meeting. Unexpected deadlines pop up….