Building relationships

Willoughby-based Marous Brothers
Construction Inc. prefers to use
the word “client” rather than “customer,” because it says “client” conveys a
long-lasting service delivery experience.

President Chip Marous, COO Scott Marous
and VP Ken Marous say they attract clients
for life, not just for the life of a construction
project. They service clients beyond contract
and warranty
requirements,
and as a union
contractor, they
say their price
may not be as
low as their
nonunion counterparts, but they say the quality and guidance received by clients is superior to any of
their competitors.

Chip says more than 90 percent of his
company’s work is gained through referral
or repeat business, making the company’s
relationship-based sales model vital in
establishing long-term relationships with
each client.

In 1999, the company implemented its
Total Quality Management (TQM) Program,
which encourages office and field personnel
to cooperate in identifying and solving problems that could help the company manage
growth, promote teamwork between staff
and clients, and improve upon the company’s high standards.

New employees are taught the importance
of the TQM Program at their orientation.
Through this program, they learn how each
employee represents a piece of the puzzle,
and without their understanding and commitment, the puzzle would be incomplete.

Marous Brothers also sends out a TQM
Client Evaluation Survey one-third of the
way into a project’s construction schedule
and again as the project is completed, giving clients an opportunity to offer feedback
on the company’s performance. Sf any
service defects are exposed, the information is used to improve service in the
future.

HOW TO REACH: Marous Brothers Construction Inc., (440)
951-3904 or www.marousbrothers.com