Committed to Client Satisfaction

Your Vision, Our Commitment: 100% Satisfaction Guaranteed

For us, client satisfaction is the truest measure of our success. From the initial meeting to the final walkthrough, we focus on understanding your vision and exceeding your expectations every step of the way. Our dedicated team works closely with you to ensure your needs are met with precision, quality, and care. We guarantee that the result meets and surpasses your expectations by prioritizing open communication, attention to detail, and unwavering support. Your satisfaction is our top priority, and we won’t rest until you are completely thrilled with the outcome.

Our Comprehensive Customer Experience Process

We always look to improve our processes by actively listening to our customers. We partnered with Walker, a client intelligence consulting firm with over 75 years of experience. We invite and encourage owner representatives to provide us with feedback at critical stages during their active design and construction projects with us.

Performance Services has adopted five essentials of the client experience. These five pillars enable us to adapt our active project process to provide a simple and effective way to ask and receive client feedback. The five essentials help us measure our progress and success. This foundation allows us to listen and respond to each client’s needs and address any outstanding issues more efficiently. We truly care for our clients, and it’s our responsibility to fulfill all promises and exceed expectations on every project and throughout the performance guarantee.

1. Engagement: Continual communication is important to ensure that the client is aware of how their feedback is being used to improve our processes and how our active listening helps resolve any project challenges.
2. Action: Customer experience-driven processes lead to actions that impact the client’s project and affect change throughout our company. This action also encourages process improvements for all team members.
3. Intelligence: Understanding client needs and challenges is the core of a successful client experience program. Our team uses client feedback to build intelligence about client needs by assembling, analyzing, and communicating the data to the appropriate team members.
4. Strategy: Clear objectives and a well-defined roadmap are essential for every client project. Aligning these objectives with our Mission, Vision, and Guiding Principles is essential to our entire team.
5. Leadership: Employee ownership of the client experience starts and ends with strong leadership at every organization and project team level. Our project teams drive accountability throughout each client project.

Hear Firsthand from our CEO

Tim Thoman, our founder and CEO, was invited to speak on the CX Leader Podcast about the importance of monitoring client experience data and acting on the insights it provides. Listen below or review the podcast highlights.