Repeat Business – The Value of Trusted Partnerships
According to McKinsey business consultants, 70 percent of buying experiences are based on how a client feels they are being treated. Valuing what your clients need from you is the number one driver to successfully building repeat business. Only factoring in the metrics of client loyalty from your company’s side of the equation is like taking a snapshot of what is directly in front of you. Instead, identifying “what does my client need” will provide a panoramic view that opens the door to ongoing win-win business relationships.
Longtime clients return expecting the same positive experience with every project. They benefit from working with companies with proven track records—companies who know and understand them and can jump right in. There is peace of mind when using a repeat source for any product or service. Searching out, vetting, and checking recommendations for new sources takes time and money. And, even the most comprehensive research can yield an incompatible relationship when selecting a new provider. There is no price that can be associated with “repeat business”… often it’s a win-win for all involved.
How do you deliver successful relationship-driven execution of clients’ facilities?
⇒ Listen—collaborate, don’t dictate: To design and deliver on target with a client’s vision requires an ability to listen—to come to the table with eyes and ears wide open and receptive to their ideas. There is no room for ego in the design process. Never lose site of the fact that you are building a facility that reflects your client’s identity, one that will be a source of pride and satisfaction for them for years to come—the space in which they will work and succeed and grow.
⇒ Know your client—well: Anticipate and understand your clients’ needs and expectations. Provide the right team to answer all their questions and address all their concerns. Save your client time and money by bringing the appropriate experts to the table early in the discussions. They will appreciate receiving timely information to assist in the decision-making process.
⇒ Respect your client’s business: When projects are additions or renovations, respecting workspace is vital. Working around and alongside fully occupied and operational businesses with minimal impact on ongoing day-to-day operations require a high level of sensitivity, synergy, and cooperation with the client’s team.
⇒ Listen – More: Client feedback, positive and negative, provides you the tools to make the necessary adjustments fulfill your client’s request and deliver as expected.
Bottom Line: Go above and beyond
To quote football Hall of Famer and commercial real estate developer Roger Staubach, “There are no traffic jams along the extra mile.”
At Miller-Valentine Group, we measure our success as a company by the company we keep. With about 60 to 70 percent of our ongoing business composed of projects for repeat clients, we have been “keeping company” with many fine organizations for decades. We consider it a privilege to guide our clients through the very complex construction process to create the facilities they need.
Our construction portfolio is as extensive as it is diverse—from industrial manufacturing and distribution facilities to aerospace training and medical/healthcare buildings to affordable, market rate, senior and student housing and more. For our clients, construction is necessary, but it is not their expertise. They trust us to do our job, so they can do theirs. And, as our client’s businesses have grown to serve new regions of the country, we have traveled with them to build projects in more than half the states across the U.S.—from Arizona to South Carolina, Wisconsin to Texas.
The foundation of Miller-Valentine’s business philosophy is our commitment to building relationships. Our clients tell us they return to Miller-Valentine for their next building projects because they do not see us as their “general contractor,” but rather as their “partner,” part of their team.
Pictured: Chas. Seligman Distributing (2005); Miller-Valentine has recently commenced construction on a 113,446 SF building addition for Chas. Seligman at their Walton, KY facility