If you haven’t downloaded the T.R.U.S.T guide from our site or heard me talk about it, let me give you a taste of how we do business differently from other contractors. At Maddox, we think that by following five basic tenets, we can earn and keep customers’ trust.
In our business, there is rarely an automatic extension of trust, and why should there be? Trust is a reliance on some pretty weighty qualities, including integrity, strength, ability and surety. Trust is often hard earned, but it can also be easy to lose.
No purchasing system, harsh policy or company rule can prevent all of the potential pitfalls related to trust in our field — and perhaps any field. Mediocre and even bad contractors still make it through our multifaceted screening processes. Each of us has at least one horror story about unprepared, unskilled contractors showing up to perform work. We’ve kicked contractors off of our sites because they have failed us in one way or another.
But just because problems that prevent trust from developing can’t be resolved overnight doesn’t mean things can’t get better. On a daily basis, we at Maddox work to earn and maintain a mutual trust with our customers by focusing on five specific qualities and behaviors. We call it T.R.U.S.T., and this is what it means to us:
Transparency: We have nothing to hide. — We will be completely transparent in our relationship with you. Period. Whether we’re collecting facts from an earlier job to figure out why something went wrong or just giving you a status report, we are going to be honest, understandable and communicative.
Reliability: We’ll be there. — A customer told me recently, “It is what you are doing for me today that earns you the right to be here tomorrow.” Unless we earn your trust through reliability, we will not be back tomorrow.
Understanding: We get it, inside and out. — We will ask you lots of questions in order to understand not only what you are doing, but also why you are doing it. If we understand how we can help, we can focus our services on what you really need.
Sincerity: We mean business. — If you believe that trust is built on a combination of personal and professional sincerity, then Maddox will be able to help you in ways that other contractors can’t.
Task Competence: We get the job done. — Industry reps prefer to have as few contractors in their plants as possible. To meet this need and really help our customers, we have to be competent at a wide range of tasks. And we are.
We work everyday to build trust. Our average employee tenure is nine years, with some of us calling Maddox home for more than 15. We have dealt with many of our vendors and customers since the company was founded in 1985. You don’t achieve these feats unless you have built trust as you have built your business. Think about how things might be different if you had a relationship with a contractor whose sole focus was to build T.R.U.S.T. with you on a daily basis.
If you would like to learn more about how we do business, download the T.R.U.S.T. guide or contact us.
