The Construction Source

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 – and we were doing a lot right,” Russell says. “It told us the areas where we should keep doing what we’re doing.” At the same time, the process also helped them learn what they could be doing better. They didn’t score particularly low in any category, but one of their lowest scores related to how helpful they were in resolving challenges. 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 gone through a process of looking at all the potential problems that could come up, and figuring 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 the drafting and design category. To address that, Travis