Tuesday // October 9, 2018

The universal principles of client experience 

This August, my wife and I welcomed our third son. After his arrival, I was charged with bringing our two oldest sons to the hospital to see their mom and meet their new brother. Little did I know that it would be a lesson in client experience.

Entering the hospital, I was nervous. It was hot. The boys were tired, and as excited as they were about their new brother, we were worried about how they would adjust to the change. It was a lot to process.

As we passed the reception area, I treated it like we were trying to slip past an old East German checkpoint—act like you belong, walk with a purpose, and don’t make eye contact. We were almost home free, when the receptionist shouted, “Wait, your boys need identification bracelets.” She left and returned with bracelets that said “Big Brother.”

The impact of this gesture was immediate. The boys were ecstatic, and seeing that, I was at ease. Undoubtedly, the hospital staff had seen thousands of weary dads in the exact same situation. They were taught to recognize it and empowered to engage with families to help alleviate stress.

What does this have to do with commercial construction? More than you might think.

Providing our clients an exceptional experience is at the heart of everything we do. By doing the little things, day by day, our employees strive to make the construction experience better and to provide value to our clients.

It doesn’t matter if you work at a hospital delivering babies, or if you’re a superintendent overseeing the construction and delivery of the hospital itself, the principles of a great client experience are the same. It’s as simple as every single employee paying attention to clients, empathizing with their situation, and taking actions to improve their experience.

Learn more about EMJ’s approach, designed to produce significant benefits for our clients and make the experience enjoyable.

 

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.

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