It is common to hear large construction and architectural company managers talk about customer satisfaction. In recent years this concept has gained strength since it is essential for an excellent commercial relationship.
The client must have a good experience, so they choose you again and simultaneously recommend you. Companies tend to focus on the satisfaction of the final customer, the client, forgetting the organization’s engine: its staff and subs.
A company is an orderly structure where people with different roles, responsibilities, and positions coexist and interact, seeking to achieve a common goal with limited resources. Therefore, your workforce, which includes subcontractors, is vital to achieving the objectives set.
Who is the internal customer?
The internal customer is the one that has a relationship with the company, either directly or outsourced, and acts as a bridge between it and the final consumer.
Here, we identify two strategic allies that generate value for the final customer experience and, at the same time, represent the company.
These parties’ work is the service you provide representing your company and your brand in the market. The work performed is key to maintaining the credibility and reputation of the firm or studio.
The internal client needs to be a proud seller of its product and passionate about its work. It will achieve the necessary emotional connection with the external client.
(If you want to learn how to attract external customers, learn here).
Success Factors:
Teams and Roles:
Knowing how to create teams is fundamental to enhancing the human factor. This allows us to unite the skills and strengths of several people with different profiles. Cohesion will be a factor that affects the achievement of objectives faster and increase productivity.
It is essential within a firm to know the roles at hand to form teams, but it is also necessary to understand how to motivate each individual and avoid turnover.
We must remember that a good idea can become an absolute failure if the people we assign these projects to make mistakes because of their lack of motivation. For this reason, it is vitally important to identify our roles within each workgroup to adapt the strategy and make it as effective as possible.
Internal communication:
As we have mentioned before, motivation is essential for good work performance, but another crucial point is internal communication.
Internal communication will help align the collaborator’s expectations and the firm, so both will feel at ease knowing the most urgent and vital objectives for a given project or task.
Communication = Clarity
Communication is also crucial since keeping staff informed minimizes objection to change and rejection of new tactics that the strategy might require (bear in mind that we live in a dynamic world; change and adaptability are essential to survive and maintain leadership in the industry).
It would be best if you reinvent yourself and have your team’s support to have success within grasp. To succeed, you must develop a strategy; doing this will scope the extent of work and the responsibilities necessary to perform it.
Another aspect to highlight is communicating relevant project information between the end customer and the expected deliverables. Clear communication reaffirms the internal customers’ value for the work performed and will enable daily improvement.
In turn, it is a key for the company since transmitting this information allows assertively demanding better performance. Knowing the reality of the business and its projections contributes to uniting the team in favor of the desired future state.
Feedback improves efficiency
This area should also include feedback spaces where the staff member is provided with a safe space where he can interact with confidence. Staff should feel safe to raise their opinions, concerns, and suggestions regarding their perspective on workplace policies and processes.
This allows feedback from new perspectives where processes can be optimized and thus improve the final customer’s experience. Let’s not forget that while managers have their focus on the whole organization, the staff are the ones who are immersed in every step of the process.
Staff members are the ones who can provide improvement concerns that optimize processes and contribute to cultivating the organization’s culture as well as the final customer’s experience.
Process Standardization:
This process organizes and simultaneously facilitates the labor effort since it minimizes the rework process and establishes goals and aligned deliveries.
Performance measurement:
Maintaining clear and monitored objectives through KPIs will allow each area to evaluate staff in terms of productivity, performance, leadership, and commitment. Measuring performance facilitates the process where clear and specific areas of improvement are identified to provide feedback to the staff and focus efforts.
Technological solution:
Tech is vital since it optimizes the flow of information for internal and external clients. Teamwork becomes more productive and generates greater customer appreciation for the staff, which directly impacts their performance and disposition. Thus, this redirects efforts toward more humane, kind, and empathetic support to the external client.
Reward Policies:
All this process of internal optimization must be rewarded, and this is where motivation policies should influence managers to the same extent as those sought for external customer satisfaction.
A good way of compensating for these efforts should not focus solely on the economic part; it should also focus on actions that facilitate family reconciliation, free time, or family time.
Need A Strategy Enhance Your Internal Marketing?
Architecture studios and construction companies pursue external customer satisfaction, it is necessary to also search for it internally.
If you feel you don’t have the right strategy and scope to drive motivation up, create a sense of belonging, and increase revenue per staff member, let’s talk to create a strategy.
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