Customers want their partners to be contractors who make a good impression and who are pleasant and smooth to work with. Therefore, strong professional skills and a customer-oriented way of working are needed. Finding the best implementers is important.
With professionalism, the work is done technically correctly. When the know-how and working methods are mastered, the result of the work is good. Customer orientation, on the other hand, means listening to and helping the customer, responding to his needs and wishes.
When we ask RALA's client companies what quality means to them, most of them answer exactly like this: Quality is the fulfillment of the customer's wishes. Wishes can be fulfilled when the needs are first clarified and the set goal is finally resolved.
The message is clear
The customer's wishes are clarified by listening to him and asking the right questions. After clarifying the goals, you have to continue listening until the end of the project. It is also important to react to the customer's observations and thoughts with understanding. At the same time, the customer is informed about all phases of the project. Let's tell the problems as well as the good news.
The goal is, of course, that the technical requirements for quality are met. In the opinion of our client companies, the customer's experience of the entire project is also important. The project will most likely leave a positive impression if the contractor has understood the client as best he can.
Feedback reveals the best factors
There are many workers in the construction industry in Finland. The client's biggest challenge is to find the best implementers in terms of technical quality and customer orientation. There are different meeting places between the customer and the contractor, and more are being created all the time.
At RALA, we connect subscribers and implementers with the company search function of our website. There, anyone can check the contractor's industry qualification, references, financial statement information and the up-to-dateness of the obligations under the Customer Liability Act.
We collect feedback on the references of RALA-qualified companies from the companies' partners. In connection with the company search, we publish a summary of this feedback. Subscribers get information from the report, among other things, about how the project's parties feel that the cooperation with the company went smoothly.
I hope that feedback would be given more than at present and that it would be taken into account when choosing implementers. If the companies' most important goal is to fulfill the customer's wishes and if they succeed in that, it would be a good message for future customers as well. It is in the interest of both the client and the implementer that good experiences from the implementation of the project gain visibility.
Tuula Råman
Executive Director
Construction Quality RALA association
The text was originally published LVI-TU ry's website.
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