A Business Exists to Serve a Customer

Without satisfied and growing customers, nothing else a contractor does will matter.

D. Brown Management

February 11, 2019 2 minute read

Few things are more profitable for contractors than recurring work negotiated with a select group of project owners. That’s why customers are the first key metric on the scoreboard.

Quote: A business exists to serve a customer. Peter F. Drucker

Likewise, few things unite a culture faster than creating an intense focus on the customer in every job role description and evaluation.

Review your stated mission, vision, values, strategy, job descriptions, meeting discussions, evaluations, calendars, and other communications. How often does the customer come into them? Are they framed in a positive or negative manner?

How clear is your market strategy, including your existing top customers and ideal customer profile?

Management Team Development Phases Within Each Stage of Growth

The management team leading a contractor through the different stages of growth will typically navigate three phases at each stage - Emerging, Hollow, and Ready. Understanding these phases guides growth planning, recruitment, development, and succession.

leadership management Organizational Development

Leadership and Management of Details

Building a great contracting business requires the right balance of leadership and management. While it is possible to separate them the truth is that many of the top leaders are relentlessly disciplined managers.

discipline leadership management wisdom

Setting Standards and the Feedback Loop

Set the standard. Train to the standard. Certify to the standard. Plan the work to the standard. Execute to the plan and the standard. Check against the standard. Make prioritized improvements to the standard, training, planning, and execution.

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