familiarity with clients and their needs, Justin adds. The ability to anticipate and accommodate those needs in turn leads to repeat business – which, as previously established, makes up the vast majority of Scott Builders’ work. “That repeat business is a testament to the kind of customer service we provide,” Justin says. Lots of companies can build a building, but what sets us apart is how we get there. We communicate with our clients. We treat them with respect and integrity. We’re transparent when it comes to costs and schedule. That’s what we hope sets us apart.” Terry emphasizes the importance of transparency, in particular: “We do a lot of open book cost-plus agreements with our clients,” he explains. “In my past life, I spent four years as an owner’s rep from a project management standpoint, and I always used to tell clients that was how you get the best value from a project.” “It breeds trust,” he adds. “When you’re open book and everything is out there, when you have everyone at the table and you’re all collaborating, that breeds trust. Then at the end of that process, we frequently offer to flip it over to a stipulated price once we’re locked in. If the client needs a lump sum for their banking, we can flip it to that, but that’s after everyone has been through the estimate with a fine tooth comb, so everyone knows exactly what’s going to be delivered and what each part of it is going to cost.” Scott Builders also continues to be transparent throughout the whole project lifecycle. Their transparency doesn’t end after NOVEMBER 2023
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