What does your project really look like? Do you see what your customers see?
When you arrive at a hotel what do you think when you see paint flaking from the building and weeds growing in the sidewalk? Are you tempted to cancel your booking and walk away? You enter the lobby and the décor is old and faded – hey the beds could be comfy and the food good but you surely doubt the wisdom of checking in to this hotel and you might not stay long enough to sample either the beds or the food? And the more you see faults the more you start looking for faults. That check-in clerk better be quick and efficient or you’ll be adding that to your list of complaints. So too with our construction projects, customers and potential customers can be turned away by projects that look disorganized and appear unprofessional. When your client walks onto your project site what have they seen, what has offended them and are they already looking for other faults?
Have a look at your project from the outside in
When last did you take a good look at your construction project? Are you so rushed every day that you walk past things without noticing when they don’t look right? How do your customers, and potential customers, view your project? Yes, it’s important to finish the project on time and provide good service – but, this is only part of what’s required.
So let’s take a half hour this morning and view our project from the outside to the inside. Switch the phone off and really take the time to look. You may be surprised at what you’ve walked past every day without noticing!
Starting outside the project site:
While you’re looking outside the project site look for litter – often workers eat their lunch in their vehicles and discard their fast-food wrappers next to where they’re eating. Some tradespeople like a beer after work and then throw the empty bottles over the neighbor fence or leave them in neighboring gardens – certainly not good for neighborly relations. Irate neighbor may write letters to the local press which isn’t good for the company image. They may even contact your customer directly – which will certainly annoy your customer. Customers don’t like bad press and they certainly don’t like dealing with members of the public that their contractors have offended.
Well we’ve had a good look at the project from the outside so let’s go in.
Don’t let your workers have to deal with disorganized stores and storage areas as it costs time and money. Consider what your customer will think if it appears that your company doesn’t cares for your equipment, and things are disorganized.
Finally let’s have a look at the work-site!
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