A Business Exists to Serve a Customer

Without satisfied and growing customers, nothing else a contractor does will matter.

D. Brown Management Profile Picture
Share

Few things are more profitable for contractors than recurring work negotiated with a select group of project owners. That’s why customers are the first key metric on the scoreboard

Quote: A business exists to serve a customer. Peter F. Drucker

Likewise, few things unite a culture faster than creating an intense focus on the customer in every job role description and evaluation.

Review your stated mission, vision, values, strategy, job descriptions, meeting discussions, evaluations, calendars, and other communications. How often does the customer come into them? Are they framed in a positive or negative manner?  

How clear is your market strategy, including your existing top customers and ideal customer profile? 

Recommended Reading: The Effective Executive:  The Definitive Guide to Getting the Right Things Done by Peter Drucker




Changes - Problem or Fact?
If you perceive that changes are a problem in construction, then you are likely framing them as a point of blaming others. This framing will impact your ability to effectively manage changes.
Perspectives on Development - Focusing on Strengths AND Weaknesses
There are a couple of schools of thought on development. The highest performers tend to embrace both of them. Don’t ever let a weakness of yours or anyone around you become an excuse for not achieving your goals.
Be Specific About Problems
The business of construction is filled with constant problems. It’s not that great contractors don’t have problems, it's that great contractors have learned how to troubleshoot first, which allows them to learn from their problems faster.