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 a word, the superintendent pulled out a pad and started a running list of discussion items. That simple act sent the customer a message that was priceless to the relationship by showing:
- A listening ear that cared about what was being said.
- Management that was paying attention to details, trying to get it right and head off issues.
- A concern about quality and respect for the customer’s opinion.
- That our folks were tuned in and in control of the job.
While technology plays a big part in the way we do business, at times, the old way of doing things still has its place. Non-verbal actions speak equally well.