A-1 Cement Contractors

THE CONSTRUCTION SOURCE CANADA Overall, Russell says the feedback was extremely positive. Clients highly rated the company’s “overall experience,” their “ability to adhere and meet schedules,” their “‘responsiveness to emergency and short notice calls,” their “courteous and professional customer service,” and their “commitment to continually improve.” 92 per cent of customers said they would recommend A-1 Cement to others. “So that process told us what we were doing right – which helped us recognize which areas where we should keep doing what we’re doing,” Russell says. At the same time, the process also helped them learn what they could be doing better. One of their lower scores related to how helpful they were with regards to drafting and design. It turned out that when clients encountered issues, they wanted more guidance on how to address them without overly compromising the budget. “We’ve taken that to heart,” Russell says. “We’ve developed a process where we review areas that potential problems could come up, and we’ve figured out, ‘Okay, if this comes up, how do we help the client navigate it? How do we come up with a solution that’s going to be a win-win?’” Another lower-scoring category was accurate bidding compared to actual invoices. To address that, Travis says they have taken more active role and an in depth review in the estimating procedure to verify all possible