Price also matters on the residential side, Sean clarifies, but most of their residential work is generated from referrals, word of mouth, and even repeat clients. Sean believes that loyalty is a credit to SJOC’s customer service more than anything else. He credits that customer service, in turn, to the quality of SJOC’s in-house team. “Our teamis just remarkable,”he says. “We have such a depth of knowledge and expertise here. We know how construction works. We know how to make client’s feel comfortable every step of the way. And we know how important it is that clients feel comfortable. We know how important the experience is.” “A lot of it comes down to just being helpful,” he adds. “Our goal is to help our clients achieve their vision. When they say, ‘We want to do this,’ our job is to say ‘Great,’ and then explain to them the best way to get there.” “Thatmeansbeing transparent,” he says. “It means giving them information. ‘To do that, we have to integrate here, we’re going to require this, and we’ll need to section off this area.’ We actually walk our clients through the inner workings of their project. And if there’s an issue or a challenge, we’ll figure out a way around them and walk them through that.” “That may sound simple, but we know from our experience, and from our customers’ experience, that other contractors tend to keep things closer to the chest. Sometimes they don’t have all the answers. And sometimes they just don’t get back to their clients.” At SJOC, however, they take a lot of pride in being responsive. According to Sean, with every new employee, they emphasize the importance of getting back to clients in a timely manner. “We really focus on communication,” he explains. “We have a communication portal that we use. We regularly follow up.” “I would describe our approach as ‘client-centric,’” he adds. “The client is really at the forefront of what we do.” “We’re 100 per cent committed to clients. That can’t be overstated. We don’t care how many times we have to go back. We’re not done until the client says, ‘This is beautiful, this is what I wanted.” MAY 2022
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