Wednesday, June 19, 2019

Great Client Feedback is EMJ's Measure of Success

Collegedale Church, Chattanooga, TN.

At EMJ our purpose is to be people serving people, and our mission is to deliver unique value to our clients, partners and colleagues. Edgar M. Jolley founded EMJ over 50 years ago in order to serve one client and, today, EMJ serves hundreds of clients with the same values, purpose, and mission. So how do we make sure we are hitting the mark, providing that unique value to our clients?
Over the years we have adapted our approach, building a bridge between our clients’ needs today and the tried-and-true methods that EMJ has relied on for more than 50 years, resulting in our focus on the Client Experience (CX). A successful client experience is focused on the client’s perspective and feedback.
Recently, one client shared his experience working with EMJ upon completion of a 15 month project. The following are just a few snippets of what he had to say.

“Closing out this chapter reminded me that I wanted to express to each of you my personal gratitude for the experience, and yes, privilege of working with your company over the past, almost two years…EMJ has certainly gone above and beyond mine and [the company’s] expectations in your expertise, professionalism, and responsiveness to our needs. We’re grateful for the building not only of a structure but also in the relationships we’ve been able to build through this process. Your responsiveness and willingness to work with us in some of the unique requirements placed on you has been remarkable…All of you make EMJ a company I wouldn’t hesitate to recommend to anyone who asks!”

As a national general contractor, it is crucial for CX to be embedded in all the activities of our employees and the company as a whole. This means we are not just about offering our service by building a building, rather, we seek to understand our client’s end purpose and make sure the construction process helps accomplish it. In turn, the end result is way more than a building, it’s an experience that we can be proud of and lasting relationships.

“Our measure of success is the client experience, and we can only be as great as our people,” said Chas Torrence, Executive Vice President, EMJ Construction, Chattanooga. “Delivering an exemplary client experience on a project of this magnitude and duration requires exceptional effort and consistency from our people. I am very proud of this team.”

Congratulations to the project team, which includes: Brad Primus, Steve Jensen, Katie Haberberger, Adam Ankers, Drew Templeton, James Williams, and Philip Augustino. It is project teams like these that allow EMJ to continue to live out our purpose and mission, one client at a time.