Since 1925, Mowery has strived to deliver construction projects that go above and beyond expectations – from the quality of the build to the interactions with a team. “For the Experience” is more than just a tagline, it’s the lifeblood of how we do business.
At Mowery, success is measured by creating a remarkable experience from concept through completion that is as custom and unique as the buildings being constructed. To ensure the Mowery team understands what is important, we stay closely connected to each client before, during, and after a construction project.
Understanding client needs
“The first step in exceeding your customer’s expectations is to know those expectations.” – Roy H. Williams
Now more than ever, the needs of a businesses can change overnight. That’s why Mowery makes it a priority to stay on top of industry trends, concerns and forecasts. By checking in with clients and participating in industry roundtables and researching the markets, the Mowery team stays current and can help clients better navigate the construction experience.
Designing a plan
“Building a good customer experience does not happen by accident. It happens by design.” – Clare Muscutt
A good customer experience is like a building. It requires a plan, qualified people to execute that plan, and the right materials for proper construction. Mowery pays close attention to the needs of the clients including how they like to receive communication and how will they measure success of the project outside of budget and timeline. Then, as needed, the team will adjust the plan and/or process to make project management and communication more efficient and effective for each client.
“You’ve got to start with the customer experience and work back toward technology – not the other way around.” – Steve Jobs
Through intentional conversations, Mowery identifies specific wants clients have that could be easily met through technology solutions. Implementing Procore into the construction process gives clients easily accessible, up-to-date project information any time. Delving into the world of virtual reality provides clients the ability to experience the building from a first-person point of view, which can help mitigate concerns before construction and offer opportunity to provide input about design decisions. Continually listening to understand clients’ needs creates a platform to advance technology in a way that is most helpful to the customer experience.
Learn how the Mowery team went above and beyond for Carlisle Chamber of Commerce and even surprised them with a historic piece found during construction.
Going above and beyond
“The key is to set realistic customer expectations, and then not to just meet them but exceed them – preferably in unexpected and helpful ways.” – Richard Branson
Each client has a different view of what is most important to them during construction. One might hold constant communication with their project manager as the highest value, while another may see their construction project as a way to promote their business. In any case, Mowery strives to meet each client where they are and bring the most value by helping them meet their own project goals.