Again, Ryan says that by selfperforming so much of their own work, the company can ensure they are being thorough and details that are important to the client aren’t being overlooked. He also says that self-performing helps ensure they get projects done on time and on budget: “We can set our own schedule, and we can set our own quality standards,” he explains. “We’re not putting ourselves at the mercy of another contractor. We know how we want things done and we know when we want them done – and by doing it ourselves we can make sure we get it done properly and on time. Also, we can keep costs down for customers that way, since we’re not middlemanning and marking up another contractor’s quotation in order to make money.” Ryan believes that clients also appreciate RWH’s approach to customer service. He describes that approach as “very transparent and collaborative.” “I always tell customers that when they choose a builder – whether they choose us or someone else – they are signing up for almost a mini-marriage for a year or two. We’re going to have to work through some problems together. Things are going to come up and we’ll have to work together to get through it.” “With us, we try to service clients on a very personal level,” he continues. “We don’t like to use a CRM or anything like that because we think it makes customers feel like they’re talking to the internet. We spend a lot of time emailing, on the phone, or with customers in person, making sure they are comfortable with everything they’re getting and the project is moving along smoothly.” THE CONSTRUCTION SOURCE CANADA
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