Delivering an Exceptional Customer Experience! Construction Champions Podcast 2-84 Vance Morris

In this episode of the Construction Champions podcast, host Ron Nussbaum interviews Vance Morris, a marketing and customer experience expert who has worked with Disney and now owns several home service businesses. Vance shares his insights on how construction companies can stand out from the competition and deliver an exceptional customer experience, rather than competing solely on price. About Vance spent 10 years working for the mouse at Walt Disney World in Orlando Florida. He started his career at Disney on the Opening Team of the Yacht & Beach Club Resorts, and progressed through the management ranks as The All-Island Duty Manager at Pleasure Island, Service Trainer aboard the Empress Lily, and on the revitalization team of the Contemporary Resort in the mid-90’s. It was at the Contemporary that Vance got his crowning achievement, Designing, Opening and Operating Chef Mickey’s, Disney’s flagship Character Dining Experience. After leaving Disney, (yes people do leave) he utilized his skills to rescue or improve many of America’s companies and government agencies. His clients included Legal Seafoods, Tyson, NASA, Rain Forest Café, Compass Group, The Executive Office of the President of the United States, The Smithsonian and the Kennedy Center for the Performing Arts. Tiring of corporate life, Vance opened his own Bricks & Mortar Business in 2007. After meteoric growth of his service business, other entrepreneurs began to seek him out for advice and counsel. This spawned his next business, Deliver Service Now!, consulting and coaching other companies on how to create and implement Disney style service and then apply Direct Response Marketing to profit from it. Vance's links https://www.linkedin.com/in/vancemorris/ https://yes.deliverservicenow.com/deliver-service-now Get more leads, Set more estimates, and Close more jobs 👇 https://www.build12.com/constructionchampions?am_id=ron625 Simplify Your Construction Projects, Boost Your Productivity 👇 https://www.buildercoms.com/ Building Home Profiles 👇 https://gethometrack.com/ Join our community 👇 https://www.facebook.com/groups/957628795429538 Our Website https://www.buildercoms.com/constructionchampionspodcast Association of Professional Builders Annual Report https://hubs.ly/Q02rT-1n0 00:03:05) What makes a "construction champion" - attention to detail, going above and beyond to take care of the customer, and having strong systems/processes in place (00:07:32) The importance of standardizing operations and enforcing SOPs (standard operating procedures) to deliver a consistent customer experience (00:12:13) Common areas where construction companies drop the ball on customer experience, like poor proposal delivery, not answering the phone, and lack of communication (00:15:33) Why competing on price is a losing strategy, and how to differentiate through the customer experience and perceived value (00:19:46) The power of brand reputation and how it enables higher pricing (00:23:35) How higher prices can actually lead to less work and higher profitability for construction companies Keywords: exceptional customer experience, Vance Morris, Ron Nussbaum, Construction Champions Podcast, customer service, client relationships, referrals, construction industry, communication strategies, customer satisfaction, business growth