Customer service is about creating raving fans and finding win-win. One team pushed per owner requests and finished four and a half months late losing $2.3 million. Another team negotiated six more weeks with transparency and finished on time with raving fan. You win in pre-construction by setting a good deal.

What you'll learn in this episode:

• Win-win not always right: deliver what customer paid for but always do right thing, find win-win
• Two project comparison: pushing finished 4.5 months late negative $2.3M, win-win finished on time with raving fan
• Pre-construction wins projects: set buffers, risk analysis, mobilization schedule, fresh eyes meetings, financial contingencies
• Contract default: owner does not control means and methods, you are responsible for schedule quality safety production
• Guardian mindset: become owner of their business and your business, have systems to show impacts transparently

You have to be good enough to beat the ref, and you do that in pre-construction, with visibility, and by finding that win-win instead of just absorbing it or getting contentious.

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Also, here are links to our YouTube Channels:

· Jason Schroeder YouTube Channel: https://www.youtube.com/channel/UC4xpRYvrW5Op5Ckxs4vDGDg

· LeanTakt YouTube Channel: https://www.youtube.com/c/leanTakt

· LeanSuper YouTube Channel: https://www.youtube.com/channel/UCzQDevqQP19L4LePuqma3Fg/featured

· LeanSurvey YouTube Channel: https://www.youtube.com/channel/UC-Ztn3okFhyB_3p5nmMKnsw