Construction Success Story – Ownership change leads to renewed customer service
Abstract: In this issue, “Construction Success Story” looks at the case of a business that started going downhill after its founder retired and an investor group took over. The founder had been the primary point of contact for every client and performed virtually all of the account management. After the sale, the founder’s responsibilities were divided among three vice presidents, who also had other operational responsibilities. After they began losing accounts, their financial advisor suggested, among other things, improving their client management software and hiring an experienced account manager. These changes helped turn the company around.