Providing White-Glove Service Without Compromising Quality

This Is Concrete

Shawn Davis is the Founder and CEO of Davis & Co. Custom Builders, a family-owned and operated full-service construction and remodeling company providing service to the greater Nashville, TN areas. Shawn’s experience includes facets of marketing, management, project planning, and strategic partnerships. Under his leadership, yearly revenue has more than doubled since the company launched in 2019. Shawn is passionate about prioritizing customer satisfaction with white-glove service.

In this episode…

While construction is known for being a labor-intensive industry, people underestimate the social aptitude required to deliver customer satisfaction. In any customer-facing position, your ability to communicate effectively can determine the success of your business. Regardless of your social skills, some clients will not be as easy to contend with. How do you prioritize customer satisfaction without compromising quality?

As often as the phrase “The customer is always right” is used in industries providing high-paid services, it’s not always accurate. Especially in construction, clients often believe they know best and may resist alternative perspectives. Entrepreneur Shawn Davis has found the most efficient way to diffuse the situation is by educating the customer as to why their request is unacceptable while still partnering with them to help bring their vision to life. In doing so, he implemented a white-glove service system involving customers by providing regular project updates. Going above and beyond in communicating with your customers can increase customer satisfaction.

On this episode of This is Concrete, Chad Gill welcomes Shawn Davis, Founder and CEO of Davis & Co. Custom Builders, to discuss prioritizing customer satisfaction without compromising quality. Shawn shares what he’s done to foster effective communication between his team and clients, why communication is vital in construction businesses, and innovative ways to provide customers with affordable options.