The little things that create success.
For most people the art of communication is an ever evolving skill. It is something that takes constant work, and mastery is often elusive. Just simply understanding how to keep the lines of communication going can be game changing. It takes intention and awareness. Something most of us can use more of in our ever increasing distracted lives.
I was recently having a conversation with a client who was sharing their story of a previous contractor that they had hired. Even though the work was not up to par, what really drove the relationship apart was when communication broke down. We do not take this conversation lightly. We have invested heavily in people, (Core Value: People are # 1), to ensure that communication stays strong, is frequent, and is always available when needed. It is not easy and it takes constant work to make this happen. It is not by chance.
Unfortunately, we see far too many businesses attempt to wing it. Another conversation revealed a lack of a sense of belonging and disappointment when a long time client and friend went into a local small town luxury clothing shop and after their appointment received no followup call or contact. This simple gesture could have made a customer for life. Personally, I am always impressed when shopping with a particular online music store (Sweetwater). Even if all I ordered is a pack of guitar picks or a cable, my phone rings the day after confirmed delivery just to make sure I got what I needed. I never look anywhere else.
The trick is being able to catch these little moments, and understanding the importance. Certainly there is intention and value in these interactions. The real purpose though is the driver of the whole thing; everyone deserves to feel heard and important. Why any business would not want to know how their product and process is received is mind boggling. I suppose it probably comes down to the fear of rejection that most of us carry with us.
Shifting gears a little bit. Our intention is to create platforms that keep lines of communication open. This occurs through process and product. We may not always get it right, but we invest heavily in time and people to work towards that goal. In 2021 we were able to start a new journey and conversation with a family in Hardwick New Jersey. Last year we brought you some very popular YouTube videos of how our team was able to build a creative stack stone wall as part of a feature of their extensive landscape overhaul. Because our team focuses not only on the product but on building a relationship, we were able to learn what was truly important to this family.
Our team was able to exceed expectations by ensuring that no stone was left unturned and that all the things that were important to them where properly handled. This relationship became the backbone for a more extensive conversation much like we have with many of our clients about future projects yet to come.
This year the family in Hardwick had our team back to add on to part of the project that was discussed last season. While we were there it gave us the opportunity to make sure that all previous work was exceeding expectations and that everything was performing exactly as it should. We even had the opportunity to bring the whole team back together and spend several hours hanging out with the family reminiscing of conversations past , talking about the future, sharing stories, and enjoying the beautiful space that Sierra had created for them.
It is moments like these that make everything we do all worth it. Click below to see how the backyard came out and some snippets of the fun we had with them. We are grateful for the opportunity to not only to continue to serve this family and others like it, but to have such great relationships with our clients. In the end, it makes for the most successful business interactions when everybody can speak openly and freely about all their likes, questions and concerns at any point through the journey.