Month: September 2018
Close the Loop
It All Comes Together when we Close the Loop on all action items and communications. Follow through on what is promised internally and externally. Be accountable and complete tasks in their entirety.
What does “Close the Loop” mean to some of the Mosaic team members?
“Our timeline with clients is not a straight line. There can always be more opportunities to strengthen the relationship through outreach, communication, and interaction.”
“Closing the Loop means finishing out the project strong. We don’t just begin with a good start, yet we are there for every step of the project and will be there after the project is finished to help with anything they need.”
“Close the Loop means we are focused on open ended items that require our energies and commitments. Closing the Loop improves our client experience and is important to maintaining a great reputation.”
“Closing the Loop means we finish what we start. We set and meet the expectations and we walk the talk.”
“Make sure we finish the project with the same enthusiasm that we started with. Closing the Loop means keeping the client abreast of what we are doing after their project is completed.”
“Follow up. Make the phone call. Send the email.”
“Follow up! Completing a job from start to finish. Ensuring each step is done and nothing is missed. Following up with the client after the job is complete to make sure they are happy.
In order to have It All Come Together, we must understand who the customer is and what is important to them. Building relationships creates loyalty, trust and a shared vision; it also creates a strong culture and work environment. Strong relationships with our office team, trade partners, and clients lead to a successful and focused company.
What does “Build Relationships” mean to some of the Mosaic team members?
“We are a relationship based company, not transactional. Our clients work with us again and make referrals because of the quality of our work we provide as well as the trust they feel and respect we show. Clients know that when they hire our team, we treat their project as if it were our own.”
“At Mosaic we build relationships with our clients, our trade partners and within our team. Building relationships requires trust. We want all of our clients to feel that trust and know they can rely on us 100%.”
“Building Relationships means we understand our prospect/client needs and what is important to them. We focus on the person and not on the project. We value transparent communication and loyalty. We work hard to create valuable relationships with our clients and trade partners.”
“The foundation of our business. We are not a transaction but an experience that is relatable and replicable through the course of many projects over many years. Building Relationships also means that our clients can count on us as a resource and consultant long after the projects have been completed.”
“Always be cognizant of what each relationship can bring to each participant. Communication is the key to building relationships.”
“Building Relationships means we are respectful to our clients and trade partners. We remember personal tidbits about our clients lives and ask about them when we speak again.”
Do It The Right Way
We use our experience to incorporate consistency, quality and efficiency into our work. Be prepared and adhere to processes to eliminate mistakes and stick to timelines. Doing it the right way means ensuring we deliver on our client’s needs while working with integrity.
What does “Do It the Right Way” mean to some of the Mosaic team members?
“Listen to the client, address their needs, be professional. Respond to their concerns and questions.”
“Doing it the Right Way focuses on excellent client communication, industry leading construction standards, and exceptional customer service.”
“Do it the Right Way means we are consistent and efficient in all areas of our company both internally and externally. We focus on our promises and work to ensure a ‘client for life’ mentality. We accomplish this through timely communications, proper setting of expectations, completing the project successfully and earning any referrals from our relationships.”
“There are many right ways to accomplish the task at hand keeping in mind what is right for our specific client”
“No short cuts”
“Always follow through to ensure we are taking the steps needed to complete the job without short cuts.”
Communicate Our Story
It must All Come Together internally to be able to deliver on our brand promise. Communicate our story, live the brand, and embody the Mosaic Actions; to create a stronger, more effective team that delivers on the customers’ expectations.
What does “Communicate Our Story” mean to some of the Mosaic team members?
“Communicating our story gives a transparent view into who we are as team members. Our story allows us to develop and engage in relationships, not initiate transactions.”
“Communicating our story means showing our clients how our past experiences have helped get us to where we are today. We are built on giving clients a better experience than they expected; with focus on communication and planning all the way to the finish line.”
“Communicating our story provides the history of our company and focuses on our client’s needs and the quality of our work. We strive to complete each project as if we personally owned the asset.”
“It means that we have to be relatable to our clients and trade partners. Our story and how we operate is not a pitch, yet a way of letting our clients know that we understand their needs and will help them articulate what they want to accomplish.”
“Explain who we are and what we do.”
“Listening to our client and when the timing is right describe our construction knowledge and abilities.”
“It means that we let our clients know how we got to where we are today, showing them how much we have grown and that we are a referral based company.”