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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.
Sincerely,
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