“The sustainability of our operation, I believe, is upheld by the way we operate and how we do things – by the service we provide to our clients,” he adds. “Our pricing is fair, not underpriced or over-priced, but we price things so we are providing a perceived value product to our customer and we are able to reach our goals with respect to the bottom line, which is profit.” Ken goes on to credit their estimators, who he says “are honest and open while dealing with clients.” He also says that as a company, they keep in close contact with clients throughout the entire process, and strive to be as informative and transparent as possible at every turn. As testament to that openness, Ken points to their customer loyalty, especially on the commercial side. He says many of those customers – particularly homebuilders – have used their services and products “for many years, so that I believe speaks for itself.” To help maintain those relationships, Heritage Design uses technology. For example, they utilize Asana, a project management software that they use to communicate with clients, record all communications, record all changes, details, follow-ups, and more. They also use it to track sales and keep their staff accountable. Another thing that helps is their emphasis on environmental sustainability. Ken says that clients appreciate that, and he again credits Diana for leading the way. On her insistence, for example, the company purchases a lot of materials shipped in cardboard and they THE CONSTRUCTION SOURCE CANADA
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