CUSTOMER SATISFACTION IS HIS WATCHWORD

Press, Volume CI, Issue 29803, 21 April 1962, Page 16

CUSTOMER SATISFACTION IS HIS WATCHWORD

Homes built in Christchurch under the personal supervision of Mr lan Scott now run into many hundred*. He has been building supervisor for Maurice R, Carter. Ltd., for 10 years and has been intimately associated with the firm's development throughout that period. Mr Scott likes people. He enjoys wee ting new customers on the job. It is his greatest satisfaction that he is invited, years later, to visit them as a friend in the home built.

“There are problems on every job and only a fool would deny it.” said Mr Scott. "It is my job to remove them. Ironing out difficulties on the spot pleases everybody. It pays me and pays the firm to get on well with people and with the job.”

Mr Scott puts up huge mileages in his car every year. He visits every home under construction by the firm at least twice every day. (There are never less than 25 under way). Each morning he sees each foreman early to check that materials are on the job and that the work is up to the firm's fine schedules.

This timing is a .secret of Maurice R Carter’s speed of work. There are few random stacks of material on the job. The requirements of each home are accurately pre-cut to plan in the factory and kept there till needed. This avoids deterioration and damage. Day by day the immediate requirements are delivered at exact times If a team gets ahead of -schedule, more can be called up by radio-telephone. Mr Scott seas liis foremen set for the day. settles details of construction in t< * particular plan, perhaps eon cults ‘he client, and arrange,' local body and other inspections In the afternoon he makes another round to ascertain all needs of the morrow. He is constantly in touch with the office by the radio-telephone in his car and can reach Mr Carter himeelf at any time because his cis similarly equipped. Th,» link also enables sub-trades (plumbers. bricklayer*. plasterers, electricians, and pointers) to be called up without delay.

An important part of toe customer service is variation of contract There are inevitabiy minor changes that a client desires when he sees how his plan is working out and toe firm tries to meet them. Mr Scott is a pleasant person to deal with, a practical man, and the customer's satisfaction is his, also —Advt. *