Crew Foreman of the Month: Making clients want you back

– BY LINCOLN BRUNNER –

He might not have known it at the time, but TJ Moen got a rare gift one day during his high school building trades class: the knowledge that he was good at something. One day on a building site during class, another student asked the instructor a question. The teacher replied, “Go ask TJ real quick – he’s got it figured out.”

Crew Foreman-Moen photo“And I thought, ‘Heck, I might have this figured out,’” says Moen. “And I thought it was pretty neat he said that our first time ever [working] on a house.”

These days, if there’s one thing that customers and coworkers know about Moen, it’s that he demands quality – and won’t rest easy until he gets it. Maybe that’s why the 40-year-old crew foreman for Wick Buildings, LLC, has been a leader in his field for nearly half his life. He just expects better.

“TJ Moen is one of Wick Buildings’ top producers,” Wick field safety construction supervisor Bob Bisinger commented. “His customer satisfaction is second to none, and he is frequently requested as the foreman of choice by our independent builders and customers on their projects.”

Earning that kind of respect is not easy; but for Moen, it has become the standard that he has set for himself day in and day out since he became a crew foreman for Wick 18 years ago – less than two years after he started working for Wick Buildings, Mazomanie, Wis.

“I take pride in my work – a lot of pride in my work,” says Moen. “If something doesn’t go right, if my guys don’t do it the way I want, I get a little mad at them, and they understand. After they’ve been with me a few months, they understand how I want it done. They can’t just cut corners. They’ve got to get it done right.”

Of course, that requires a foreman to do some thinking ahead of time, because the jobs aren’t cookie-cutter work. One day, Moen and his crew might be constructing a 40-by-56-foot building with a 12-foot lean-to on one side (one of his recent jobs), and the next day they might be replacing some steel siding because someone ran a lawn tractor into the side of a shed.

Regardless of the details, after Moen has worked for a customer once, that customer is highly likely to call Wick again.

“If they build another building, I want them to request me to build it,” Moen says. “I just put my head into it and try to make the company some money, do everything fair, and build these buildings like I’d put them in my backyard.”

Moen’s customer-satisfaction strategy seems to be working. For buildings he has constructed so far in 2013, he has collected 100 percent of the final payments, and all of his customer walk-through checklists show every single item checked off – further proof that Moen is keeping customers happy, according to Bisinger.

“TJ has a gift for making a difficult customer a lifelong friend and customer of Wick Buildings,” Bisinger said. “He is one of the foremen most often requested by returning customers. At Wick Buildings we strive for ‘Customers for a Lifetime,’ and TJ is one of our foremen who makes that happen.” FBN

 

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