KEYS TO AN EXCEPTIONAL EXPERIENCE
Our values are reinforced by eleven Frank Factors: principles of service that have shaped Blum Construction for over a century and establish by our founder Mr. Frank L. Blum himself. These principles are a roadmap to providing a unique and exceptional service experience.
Be Humble
No one wants to work with a conceited know-it-all. Pride divides the team while humility joins them. With humility comes wisdom.
Lean-in
When there are tough situations (and there will be tough situations), or if something doesn’t seem quite right, don’t practice avoidance. Run to the smoke. Big problems started as small ones.
Sweat the Details
Do your research. Dig deep to understand the who, why, what, and how of everything we do. Details often make or break accomplishments. Remember that our clients hire us to solve problems, and problem-solving involves research.
Super Service
Superior service, or what separates good from great is, many times, the little things. Small actions can differentiate us. From holding a door, to saying please and thank you, to simple handwritten notes of gratitude. Little things carry great meaning.
Over-communicate
No communication = people create their own narrative, which is rarely as positive as reality. Don’t hide behind emails. Written communication builds commitments, and verbal communication builds relationships.
Sense of Urgency
Respond with a sense of urgency. People correlate caring to the timeliness of the response. Don’t prioritize the importance of something without responding.
Presentation Matters
Whether it’s a first impression or the last day on the project site, presentation matters. Inspire confidence with your presentation. Business is personal so be personable.
Well Begun is Half Done
We are a planning business. Always have a plan. Plan early and often.
Perception = Reality
We are only as good as our last job and most recent customer referral. Our future hinges on our reputation. Listen to what our clients say about us – sometimes what they don’t say can be equally important. How we are perceived is the reality of our reputation.
Done, Done
Complete, finished, concluded. No saying, “It’s done…but.” Finish strong because all that the client typically remembers is the last 1% of the job.
People Never Forget How You Make Them Feel
Everyone deserves to be treated with respect. Choose your words carefully and control your emotions. No matter who you communicate with – a client, designer, a vendor, a trader partner, or a co-worker – always be polite. Remember, everyone is a potential customer.