Principles of Service - Sachse Construction - Client Experience

Providing Unique and Exceptional Experiences

Principles of Service

Our Roadmap to Exceptional Service

More than a construction company, we’re in the business of servicing our clients to ensure they receive a unique and exceptional experience. The Principles of Service were established to help our team members approach both work and life through a more service-focused lens. Today, the Principles of Service are one of our four pillars alongside our Core Values, Obsessions, and Rayisms; all of which are deeply rooted in our company culture.

ONE SHOT AT A FIRST IMPRESSION

Typically we size up new people in the first 30 seconds. This is your shot to make it or break it. Make eye contact, offer a warm handshake, be courteous, polite, engaging, and show that you care!

have the “personal touch”

You're not a robot…so don't act like one! Make work with a client personal. People like to work with people they trust, and people trust the people they like.

PRESENTATION MATTERS

A sharp outfit, a clean desk or job trailer, use of proper tone and eye contact, and a cheerful smile are all part of presenting yourself in the best light possible.

WATER THE GREEN SPOT

The grass isn't always greener on the other side. Retention is key. Nurture the relationships you have with your current clients; you never know what will result from that loyalty in the future.

BE AN ACTIVE LISTENER

Good listeners pay attention to words. Active listeners try to identify the speaker's tone of voice, body language, and most importantly, emotions in order to figure out what is really being said.

happiness = reality - expectations

There are two kinds of people in this world: People who don't exceed expectations, and people who work at Sachse Construction. It's in our DNA to establish clear expectations and then exceed them every time.

be humble

Nothing dissolves trust quicker than someone who points fingers. When something goes wrong, own up and apologize and suggest ways you can make it right. The customer may not always be right, but the customer must always be heard!

follow up & follow through

We're obsessed with feedback, and that includes soliciting ways to improve. You don't know how well you are doing unless you ask. Give all your clients (internal or external) the opportunity to tell you how you are doing, and also provide you with ways to raise the bar.

HAVE A SENSE OF URGENCY

Although not everything is an emergency, your client should feel like their needs are your #1 priority. Make sure your client knows your commitment by responding quickly and providing quality work.

language matters

Your kindergarten teacher had it right. Those two magic words - "Please" and "Thank you" - work wonders. Use them often - both in written correspondence and in conversation - and mean it. Remember that there's always a better way to frame a conversation if you pick the right words.