SPOTLIGHT MEMBER VOICES
FEEDBACK FLATTERY
“You’ve changed our lives,” a client told Gutierrez after a major transformation of their family home in Surrey. It was a project that involved a full structural overhaul – rear extension, double- storey front extension – and yet, perhaps the most remarkable part was that the family remained in the house throughout the build. “They couldn’t afford to move out, so we had to work around them,” Gutierrez says. “We built them a temporary kitchen, kept the heating going, installed temporary stud walls to keep the dust out. We didn’t charge extra. It was just the right thing to do.” Doing the right thing – beyond the contractual agreement – to protect the comfort of a family left a lasting impression on both sides. “We’re personal friends now,” Gutierrez adds. “That’s how strong the relationship became.” At Ipsum UK, the emotional resonance of good feedback has
I n an industry where bricks and mortar are the visible outcome, it’s the invisible foundations – trust, communication and human connection – that can determine long-term success. For builders such as David Gutierrez of Nest Building Group Ltd in Tadworth and Aidan Cropper of Ipsum UK in Nottingham, positive client feedback isn’t just a pat on the back; it’s a compass for how they build, how they grow, and how they stand out.
Client feedback is a powerful tool for growth and reputation – and two Master Builders share how heartfelt responses have shaped their businesses from the inside out
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Master Builder
www.fmb.org.uk
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