Thursday, September 20, 2018

More Than a Meal: Small Actions, Big Impact

The Principles of Client Experience are the Same, No Matter How You Slice It

Providing our clients an excellent construction experience is at the heart of everything we do. As in every venture and life, challenges and problems sometimes arise that our team must overcome. A true servant leader is someone who understands this and works to overcome challenges by taking responsibility and action, no matter who is at fault.
Recently, an American Airlines flight was rerouted because of weather, stranding its passengers. The pilot empathized with his customers and took action:

Passing out pizzas didn’t solve all the passengers’ problems, but you can bet that giving them a meal made the experience less difficult than it could have been.
We believe taking any action to improve our clients’ experience is meaningful, even if it seems small compared to the problem. In the construction industry, it can be as simple as taking time to talk with a client or trade partner, or assisting an employee with career goals.
By doing the little things, day by day, our employees strive to make the construction experience better and to provide value to our clients. We know by alleviating just one frustration, we are fulfilling our purpose to be people serving people.
We commend the pilot for his exceptional service. Read more about him on

Deron Smith leads the marketing and communications team in internal and external marketing and communication strategy. He has 20 years of experience as a consultant and in-house communications and marketing professional. Before joining EMJ in 2015, Deron served as the National Director of Communications for the Boy Scouts of America and held positions with notable public relations firms Edelman, Publicis Dialog and The Gooden Group.