It has been my observation that a Company’s experience and financial strength alone is not necessarily a strong predictor of the Company’s service philosophy. Experience and financial strength can adequately support a service philosophy. Or not. We each have a story to tell where a particular business organization fell seriously short of our expectations, and where an absence of customer care and consideration ended an existing relationship. Such episodes can be devastating and costly to the organization and its customers. Often, these events call into question the company’s commitment to business propriety and respect for its customers.

Fortunately, most of us have had an experience where service expectations were exceeded. A routine transaction turned into a memorable event; perhaps the result of a vendor’s high energy level or creative spirit. We may have sensed a genuine interest on the seller’s part toward meeting our specific needs. What ‘drove’ this exceptional service? Policy? More likely, it was driven by an organizational commitment to teamwork, and to processes that, first and foremost, value customers. We sensed that the company’s mission was more than simply about profit. Along the way, creating customer value became a fundamental goal. The idea of achieving business goals by helping others achieve their own set of goals became a concept with meaning. And the buying experience proved to be meaningful and valuable.

The unique experience or financial strength of a business means little to a customer whose goals and concerns are secondary to those of the business. What buyer wants to feel that their needs are inferior, goals misunderstood, or commerce under appreciated. At Trumbull-Nelson, we are aware of the need to continuously promote service goals, communicate effectively, and achieve higher levels of customer satisfaction. We are grateful for opportunities to serve each customer’s unique construction requirements, and strive to create an environment that encourages teamwork and is conducive to greater understanding among project participants. Our main goal: provide that level of service that will always ‘exceed’ initial client expectations.

Trumbull-Nelson is involved in a number of commercial, institutional and residential projects this summer. Our magazine cover highlights the recently completed Richard W. Black Community and Senior Center, in Hanover, NH. As a business with long-term ties to Hanover, we are proud to be a part of a local project that will serve broad community needs for many years to come. Inside our summer issue of Constructive Images, you’ll find an article that outlines the collaborative and creative efforts that helped insure a successful project. Trumbull-Nelson’s summer workload includes projects in Hanover at St. Thomas Episcopal Church, and at the Dartmouth College Childcare Center, and additions/renovations to the Thetford Elementary School, in Thetford, VT. Other projects that we will start this summer include an addition and renovation to the Lucy Center at Proctor Academy, in Andover, NH; construction of Jake’s Market, in New London, NH; and a building addition at Centurion Insurance Company, in West Lebanon. Also, Trumbull-Nelson is working closely with Dartmouth College on the Sachem Graduate Student Housing Project, in West Lebanon.

We hope that you will enjoy this issue of Constructive Images magazine and that you have a
wonderful summer. If we can help you plan or manage a future building project, please give us a call.