The Profit Builder Unscripted

From Ordinary to Outstanding: A Surprising Customer Service Story

• Vicki Suiter • Episode 38

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Ever had a dining experience that lingered in your mind, not for the food, but for the service?

Last week, my mastermind group and I found ourselves in such a situation. We were at a simple, unassuming restaurant during our annual retreat, not expecting much beyond a decent meal.

Yet, the service we received from one extraordinary young man transformed what was meant to be a routine dinner into a profound learning experience.

In this episode, I delve into how this encounter provided unexpected insights into customer service excellence and its parallels in the construction industry:

  • What truly makes customers feel appreciated?
  • How should businesses respond when things don't go as planned?
  • Are we equipping our teams to create memorable customer interactions?

If you're looking to enhance how your team interacts with clients and manages challenges, this episode is a must-listen.

Tune in to uncover the lessons this unexpected source taught us about making every customer interaction count.

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Welcome back to The Profit Builder Unscripted.

Today, we're going to talk about how to create an environment and culture in your business where people love working with you—whether they are customers, employees, or subcontractors.

Alright, let's jump in!

Last week, I attended a retreat with my mastermind group, The Construction Consultants Mastermind. We meet once a year in a centrally located city and always make a point to go out to dinner at least once. On one particular evening, we had an amazing experience with a waiter who left a lasting impression.

He was a young man, around 30 years old, working at a mid-range restaurant. It wasn’t a fine dining establishment where you’d expect top-tier service, but it also wasn’t a fast-food joint. It was the kind of place where you expect a decent meal and okay service. However, this waiter, Dylan, delivered something far beyond our expectations.

From the moment he took our orders, Dylan was incredibly attentive. He addressed each person directly, repeated back their order, and ensured everything was correct before moving on. When he finished taking orders from the entire table, he went around again, confirming each one. Throughout the meal, he continued to check in, making sure we had everything we needed.

His presence and attentiveness made us feel valued and well taken care of. Even when there were minor issues with the food—things that were missed or not quite right—it didn’t take away from the experience. Dylan handled those moments with grace, apologized sincerely, and resolved them quickly. His professionalism and attentiveness stood out so much that we found ourselves asking him about his work. He shared that he also ran a side business doing social media marketing, and we couldn’t help but comment on how impressed we were by his service and attention to detail.

That experience got me thinking about the construction industry. In our line of work, mistakes happen. Things don’t always go as planned. But how we handle those moments makes all the difference. Dylan didn’t create a flawless dining experience because everything went perfectly—he created it by being fully present, engaged, and committed to ensuring we felt valued.

Applying This to Your Business

This whole experience made me reflect on the way we interact with our teams, customers, and subcontractors.

  • How often do we invest time in training our teams on customer service?
  • How do we teach them to be fully present and engaged with clients?
  • Are we fostering a culture where people feel heard, valued, and appreciated?

It’s not just about getting things right. It’s about how we handle breakdowns when they happen. Do we train our teams to take ownership of mistakes? Do they know how to listen well, acknowledge issues, and work to resolve them in a way that leaves customers feeling valued?

I often say that people want to feel a sense of contribution, value, belonging, and mattering. My guess is that in Dylan’s world, the environment created by his employer fosters that sense of value—both for employees and customers. When we asked him about it, he confirmed that customer service training is a major part of their culture. That intentional focus on service was evident in every interaction we had with him.

Building a Culture of Service in Construction

How often do we truly focus on the experience we create for our clients? Are we training our teams on more than just the technical aspects of their jobs?

Simple actions—like listening well, repeating back what was heard, being fully present in a conversation, and following through on commitments—can make a significant impact on customer relationships and overall business success.

As business owners, we should be asking ourselves:

  • Are we training our teams on how to interact with clients?
  • Are we reinforcing a culture where accountability and attentiveness matter?
  • Are we providing the tools and training needed to make sure our teams represent our businesses in a way that builds trust and long-term relationships?

I’d love to hear from you. What do you do in your business to instill a culture of great service? How do you train your team—not just in technical skills, but in customer service and relationship-building?

Drop a note below, send me an email, or share your thoughts with the community.

Thanks for being here, for listening, and for being part of this journey. It’s through sharing and learning together that we grow and thrive as business owners and leaders.

See you next time on The Profit Builder Unscripted!

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Vicki Suiter

Host