October 8, 2013
Six years ago, the owners of Sea Thru Construction, Inc. took their team on a business development retreat to Vancouver, Canada and walked away with one overarching goal: Client Astonishment. This week, they announce that they’ve taken this goal to new levels by hiring a Client Liaison whose singular focus is updating construction and remodel clients, visiting each job site and taking pictures to keep their clients squarely “in the loop.”
A recent Consumer Reports article notes that top gripes from homeowners working with a General Contractor include them “not showing up” and “not taking the time to do the job right.”
When made aware of these top complaints, Sea Thru Construction’s founder, Scott Woolard Jr. was shocked. “I can’t imagine earning a client’s trust and then not showing up or rushing through a job and doing it half-way.” That’s just not the way this part-time framer turned Licensed General Contractor does business. “My clients invited me to add value to one of their greatest assets. I don’t NOT– not show up, and I don’t rush.”
As a call comes into the Sea Thru Construction, Inc. office, their response to new clients who want “cheap” rates is met with these words from co-owner, Vickie Woolard, “We never promise to be the cheapest, but we always strive to be the best value.”
Consumer Reports states that it’s “surprising” that higher costs are at the bottom of the list of homeowner complaints about contractors. The Sea Thru team isn’t surprised by this. Their clients seem to understand the adage that “Cheap can be Expensive in the Long Run.”
“Are we a perfect company? Of course not,” states Woolard, “but we take full responsibility for our work and our commitment to astonishing our clients. Merely satisfying them hasn’t been the goal in over 6 years.”
Another step toward Client Astonishment includes bringing on Sepie as a Client Liaison for the company. The Woolard’s met Sepie when she was hired to care for Scott’s aging father, now deceased. She was kind, a great listener, full of integrity and had an amazing attention to detail. A perfect fit for this company’s culture.
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