WHAT MAKES US DIFFERENT?

IANNONE BUILDING AND CONTRACTING PROVIDES ITS CLIENTS WITH AN ENTIRELY NEW AND DIFFERENT EXPERIENCE THAN YOU WOULD EXPECT FROM ANY OTHER CONTRACTOR, BUILDER, OR SKILLED TRADESMEN. BUT, HOW?

THE ANSWER IS SIMPLE. WE DO BUSINESS DIFFERENTLY. 
KEEP SCROLLING TO FIND OUT MORE!

WHAT SEPARATES IANNONE BUILDING AND CONTRACTING FROM EVERYONE ELSE?

HONESTLY, THE LIST OF REASONS MAY BE TOO NUMEROUS TO EVEN CONTAIN IN A SIMPLE LIST. HOWEVER, THE MAIN REASON THAT IANNONE BUILDING AND CONTRACTING PROVIDES ITS CLIENTS WITH AN ENTIRELY DIFFERENT CONTRACTOR EXPERIENCE COMES DOWN TO THREE SIMPLE WORDS:


-QUALITY-

MANY CONTRACTORS, BUILDERS, AND SKILLED TRADESMEN CLAIM TO PROVIDE THE HIGHEST QUALITY WORKMANSHIP IN THE AREA THEY SERVE. AND, HONESTLY, WE CAN'T TELL YOU THAT THEY DON'T. WHAT WE CAN TELL YOU IS THAT IANNONE BUILDING AND CONTRACTING DOESN'T ONLY FOCUS ON QUALITY OF WORKMANSHIP, ALTHOUGH THAT IS OUR FIRST PRIORITY ON EVERY PROJECT, SECOND ONLY TO CUSTOMER SATISFACTION. WE ALSO AIM TO PROVIDE THE HIGHEST QUALITY CUSTOMER EXPERIENCE FROM PROJECT START (ESTIMATE/PLANNING PHASE) TO FINISH (POST-PAYMENT/FOLLOW-UP). WE ACHIEVE THIS BY CONCENTRATING ON THE FOLLOWING KEY POINTS. CUSTOMER SERVICE IS ALWAYS A TOP PRIORITY, ONLY SECOND TO QUALITY OF WORKMANSHIP (YES, WE KNOW THIS STATEMENT CONTRADICTS ARE EARLIER ONE, BUT, THAT IS THE POINT. QUALITY AND CUSTOMER SERVICE ARE EQUALS AT IANNONE BUILDING AND CONTRACTING, WITH ONE NEVER TAKING PRECEDENT OVER THE OTHER, AND BOTH ALWAYS BEING OUR TOP PRIORITY!)  ALTHOUGH WE THINK THIS SHOULD GO WITHOUT BEING SAID, MANY CONTRACTORS, BUILDERS, AND SKILLED TRADESMEN DO NOT MAKE CUSTOMER SERVICE A PRIORITY, OR NEGLECT IT ALTOGETHER. AND, THEN THERE ARE OTHERS THAT ONLY CONCENTRATE ON PLEASING THE CUSTOMER, AND DO NOT PROVIDE QUALITY WORKMANSHIP IN EXCHANGE. NEITHER SCENARIO ENDS WITH A GREAT CUSTOMER EXPERIENCE.    

IF YOU SEARCH FOR THE DEFINITION OF "CUSTOMER SERVICE" YOU WILL FIND NUMEROUS DIFFERENT ANSWERS, DESCRIPTIONS, OR WORDING. THE SIMPLEST DEFINITION WE THINK BEST DEFINES CUSTOMER SERVICE IS FOUND AT THE WEBSITE BUSINESSDICTIONARY.COM (http://www.businessdictionary.com/definition/customer-service.htmlhttp://www.businessdictionary.com/definition/customer-service.htmlhttp://www.businessdictionary.com/definition/customer-service.html)

THEY DEFINE CUSTOMER SERVICE THE FOLLOWING WAY: " All interactions between a customer and a product provider at the time of sale, and thereafter. Customer service adds value to a product and builds enduring relationship." 

LET US GO A LITTLE FURTHER AND EXPLAIN HOW WE ENSURE TOP QUALITY CUSTOMER SERVICE AT IANNONE BUILDING AND CONTRACTING USING THIS DEFINITION AS AN OUTLINE.

1. "ALL INTERACTIONS"

WE ACHIEVE THIS WITH A CULTURE OF POSITIVITY. MEANING EVERY PERSON PRESENT AT THE JOBSITE, DURING THE PREP/BUILDING/REPAIR/FINAL CLEANUP PHASE(S), IS DOING WHAT THEY ARE SUPPOSED TO BE DOING, AT ALL TIMES; AND, WHILE DOING SO, THEY ARE DOING THAT TASK, WHILE MAINTAINING A POSITIVE, RESPECTFUL, AND COURTEOUS ATTITUDE/DEMEANOR.  OF ALL THE FACTORS THAT GO INTO WHAT MAKES IANNONE BUILDING AND CONTRACTING DIFFERENT FROM ANYONE ELSE IN THIS INDUSTRY, THIS FACTOR IS THE HARDEST TO ACHIEVE AND MAINTAIN. WHY? BECAUSE EVERYONE HAS BAD DAYS, EVERYONE FEELS DOWN SOMETIMES OR A LITTLE UNDER THE WEATHER, EVERYONE GETS FRUSTRATED AT TIMES. EVERYONE FEELS OFFENDED FROM TIME TO TIME. EVERYONE HAS FELT INSULTED OR UNDERMINED AT SOMEPOINT. LASTLY, EVERYONE HAS A LIFE THAT IS MORE IMPORTANT THAN WHAT THEY ARE DOING DURING WORK HOURS  (THEIR FAMILY LIFE). AND, SOMETIMES, EMOTIONS AND FEELINGS FROM THE FAMILY LIFE POUR OVER INTO THE WORK DAY. IT IS UNAVOIDABLE FOR THIS TO HAPPEN, WE ARE HUMANS, NOT MINDLESS DRONES. BUT, WHAT WE CAN DO IS BE MATURE ABOUT THE SITUATION, CHECK OUR FEELINGS AT THE DOOR, PUT OUR EMOTIONS ASIDE, CONCENTRATE ON THE TASK AT HAND, AND ALLOW THE POSITIVITY OF EVERYONE ELSE HOPEFULLY LIGHTEN/IMPROVE OUR MOOD OR STATE OF MIND. SO, AS SILLY AS THIS SOUNDS, OUR TWO MOTTOS (WE HAVE A LOT OF MOTTOS, I KNOW) OUR: "POSITIVE THINKING PLUS A POSITIVE ATTITUDE DIVIDED INTO A POSITIVE ENVIRONMENT, EQUALS A POSITIVE EXPERIENCE FOR EVERYONE" AND "POSITIVITY IS CONTAGIOUS" (AS SILLY, CORNY, OR RIDICULOUS AS THOSE STATEMENTS MAY SOUND, AND, THEY DO SOUND PRETTY SILLY, BUT, JUST SAYING THEM, WILL USUALLY RESULT IN AT LEAST A  HALF  SMILE OR A CHUCKLE FROM AT LEAST ONE INDIVIDUAL, IF NOT THE ENTIRE CREW. TRY IT AT WORK ONE DAY, AND WATCH, I BET YOU SEE AT LEAST ONE SMILE, OR HEAR ONE LITTLE CHUCKLE, (OR, POSSIBLE A SNICKER, BUT WHATEVER.) 

2. "AT THE TIME OF SALE, AND THEREAFTER"

WE GO A LITTLE ABOVE AND BEYOND WITH THIS PORTION. MEANING, FROM THE FIRST CONTACT WITH OUR CLIENTS, DURING THE ESTIMATE/PROPOSAL/PLANNING/PREP PHASE, THROUGHOUT THE ENTIRE DURATION OF THE ACTUAL PROJECT (EACH SECOND, EACH HOUR, EACH DAY,  EVERY DAY IANNONE BUILDING AND CONTRACTING IS PRESENT AT THE JOBSITE), DURING THE FINAL WALKTHROUGH WITH OUR CLIENTS, DURING THE PAYMENT PERIOD, AND. EVEN BEYOND THE PROJECTS COMPLETION AND PAYMENT HAS BEEN MADE IN FULL (FOLLOW-UP, REVIEW, SERVICE CALLS, FUTURE PROJECTS, ETC.)

3. "CUSTOMER SERVICE ADDS VALUE TO A PRODUCT" 
OR, IN OUR CASE, "TO A SERVICE." PEOPLE VALUE QUALITY WORKMANSHIP. BUT, THEY ALSO VALUE A QUALITY EXPERIENCE (POSSIBLY, EVEN MORE SO). WE KNOW THIS, WE UNDERSTAND THIS, AND WE DO EVERYTHING WE CAN TO ACHIEVE THIS: EVERYDAY, EVERY PROJECT, AND WITH EVERY CUSTOMER (POTENTIAL, FUTURE, ACTUAL, OR OTHERWISE).

4. "BUILDS ENDURING RELATIONSHIPS"
ONE OF OUR TOP FIVE PRINCIPLES IS BUILDING LASTING RELATIONSHIPS. AS WE STATE ELSEWHERE THROUGHOUT THIS SITE: OUR GOAL IS NOT TO MAKE A QUICK PROFIT AT THE EXPENSE OF A LONG TERM RELATIONSHIP WITH OUR CLIENTS. WE BELIEVE THAT PROVIDING QUALITY WORKMANSHIP MEANS TAKING THE TIME TO ENSURE THAT WHATEVER WE ARE BUILDING, REPAIRING, RESTORING, INSTALLING, OR CREATING ENDS UP BEING NOT ONLY STURDY/STRUCTURALLY SOUND (BUILT TO LAST A LIFETIME) AND FUNCTIONS IN THE EXACT MANNER DESIRED/REQUIRED/STATED/EXPECTED; BUT, IT ALSO IS AESTHETICALLY APPEALING (APPEALING TO THE EYE). WE LIKE TO THINK OF EVERYTHING THAT WE BUILD/CREATE OR REPAIR/RESTORE AS A WORK OF ART, A THING OF BEAUTY, SOMETHING WE TAKE PRIDE IN, AND WE ARE PROUD TO HAVE BEEN A PART OF BUILDING/CREATING OR REPAIR/UPDATING/RESTORING. WE ACHIEVE THIS GOAL  REGARDLESS OF THE ADDITIONAL COST TO US, THE EXTRA TIME WE SPEND LABORING, OR AT THE COST OF MEETING AN ESTIMATED TIME OF COMPLETION. THIS IS HOW WE CONDUCT BUSINESS. BECAUSE QUALITY IS OUR NUMBER ONE PRIORITY, SECOND TO NONE.

THAT IS..... UNLESS....

IF THE CUSTOMER REQUIRES OR REQUESTS OTHERWISE FOR WHATEVER REASON THEY MAY HAVE TO DO SO... (FOR EXAMPLE: A CUSTOMER WOULD RATHER THE PROJECT BE COMPLETED BY A SPECIFIC DATE THAN FOR IT TO BE SPOTLESS, BUFFED, AND SPITSHINED BY HAND. AND, IF, BY US DOING THOSE THINGS IT WOULD END UP RESULTING IN THE PROJECT NOT BEING COMPLETED BY THE AGREED UPON OR ESTIMATED COMPLETION DATE.) THEN, IN THAT SCENARIO, WE WOULD RESPECT THE CUSTOMERS REQUEST AND FOREGO THE LITTLE EXTRAS. INSTEAD, WE WOULD CONCENTRATE SOLELY ON MEETING OUR PROJECT DEADLINE WITH A END PRODUCT THAT IS STURDY, STRUCTURALLY SOUND, AND UP TO THE QUALITY STANDARDS OURSELVES AND THE CLIENT EXPECTS, WHILE STRICTLY ENSURING THAT IT HAS BEEN COMPLETED BY THE DISCUSSED DATE SPECIFIED. ) BECAUSE, QUALITY IS SECOND ONLY TO CUSTOMER SERVICE. AND, QUALITY IS SECOND TO NONE.

ADDITIONALLY.... IF YOUR NOT COMPLETELY AND UTTERLY TIRED OF READING ABOUT WHAT SETS US APART AND MAKES US DIFFERENT, SCROLL FURTHER TO SEE THE OTHER TWO WORDS AND WHY THEY MAKE US DIFFERENT. OR, JUMP TO A SPECIFIC TOPIC, PAGE, OR ARE OF OUR WEBSITE BY CLICKING ON A LINK BELOW TO GO TO ITS CORRESPONDING PAGE.

WORD NUMBER TWO: HONESTY (TRANSPARENCY)

HONESTY IS THE BEST POLICY
(ALL ABOUT TRANSPARENCY)

WE DON'T MIND DESCRIBING IN DETAIL EVERY OR ANYTHING WE ARE DOING AT THE JOBSITE DURING THE PREP, BUILD, OR CLEANUP PHASE. WE ONLY ASK THAT YOU WOULD WAIT TO ASK US, UNTIL WE ARE FINISHED IF POSSIBLE OR THAT YOU ATTEMPT TO SAFELY GET OUR ATTENTION FROM A SAFE DISTANCE FROM OUR WORK ZONE (FOR SAFETY AND LIABILITY PURPOSES); THAT IS, IF THE QUESTION, CONCERN OR COMMENT CANNOT WAIT UNTIL WE OUR FINISHED WITH OUR CURRENT TASK. WHY? BECAUSE WE HAVE NOTHING TO HIDE, WE HAVE NO PROPRIETARY TRADE SECRETS, TRADEMARKED AND PATENTED PROCESS/METHOD/OR STYLE THAT WE FIND IT NECESSARY TO GUARD WITH OUR LIVES TO KEEP CONFIDENTIAL, CLASSIFIED, AND UNKNOWN TO EVERYONE ELSE ON THE PLANET BESIDES "US" ("US" BEING IANNONE BUILDING AND CONTRACTING). EVENTHOUGH, THIS IS OFTEN HOW SOME PEOPLE HANDLE QUESTIONS, WORK METHODS, THEIR PROCESS, SCHEDULE, MEANS OR ORDER OF OPERATION, MATERIALS OR SUPPLIERS THEY ARE USING, OR WHY THEY CHARGE WHAT THEY CHARGE..... OH, THE DISASTEROUS REPRECUSSIONS ALLOWING THOSE SECRETS TO BE EXPOSED WOULD CAUSE? RIGHT?..... WRONG.WE DON'T MIND DESCRIBING IN DETAIL EVERY OR ANYTHING WE ARE DOING AT THE JOBSITE DURING THE PREP, BUILD, OR CLEANUP PHASE. WE ONLY ASK THAT YOU WOULD WAIT TO ASK US, UNTIL WE ARE FINISHED IF POSSIBLE OR THAT YOU ATTEMPT TO SAFELY GET OUR ATTENTION FROM A SAFE DISTANCE FROM OUR WORK ZONE (FOR SAFETY AND LIABILITY PURPOSES); THAT IS, IF THE QUESTION, CONCERN OR COMMENT CANNOT WAIT UNTIL WE OUR FINISHED WITH OUR CURRENT TASK. WHY? BECAUSE WE HAVE NOTHING TO HIDE, WE HAVE NO PROPRIETARY TRADE SECRETS, TRADEMARKED AND PATENTED PROCESS/METHOD/OR STYLE THAT WE FIND IT NECESSARY TO GUARD WITH OUR LIVES TO KEEP CONFIDENTIAL, CLASSIFIED, AND UNKNOWN TO EVERYONE ELSE ON THE PLANET BESIDES "US" ("US" BEING IANNONE BUILDING AND CONTRACTING). EVENTHOUGH, THIS IS OFTEN HOW SOME PEOPLE HANDLE QUESTIONS, WORK METHODS, THEIR PROCESS, SCHEDULE, MEANS OR ORDER OF OPERATION, MATERIALS OR SUPPLIERS THEY ARE USING, OR WHY THEY CHARGE WHAT THEY CHARGE..... OH, THE DISASTEROUS REPRECUSSIONS ALLOWING THOSE SECRETS TO BE EXPOSED WOULD CAUSE? RIGHT?..... WRONG. ALTHOUGH EVERY BUSINESS HAS THEIR REASONS FOR DOING THE THINGS THEY DO, WHETHER VALID OR OTHERWISE, AT IANNONE BUILDING AND CONTRACTING, WE LIKE TO KEEP OUR CLIENTS INFORMED, EDUCATED, AND UP TO DATE. WE DO THIS FOR A VARIETY OF REASONS, MAINLY WE DO IT FOR THE BENEFIT OF THE CUSTOMER. ALTHOUGH WE DO HAVE A SELFISH REASON FOR THIS AS WELL, WHICH WE WILL TELL YOU, BECAUSE WE ARE BEING HONEST HERE, RIGHT? THE MORE EDUCATED THE CLIENT IS, THE LESS HEADACHES THROUGHOUT THE PROJECT. THE LESS QUESTIONS AND INTERRUPTIONS TO FIELD QUESTIONS, PROVIDE EXPLANATIONS,OR PROVIDE DEMONSTRATIONS, ETC. WHEN OUR CONCENTRATION AND TIME SHOULD BE ON COMPLETING THE PROJECT AND ENSURING IT IS DONE CORRECTLY. ADDITIONALLY, AN INFORMED CLIENT IS A CLIENT THAT FEELS COMFORTABLE WITH THE CONTRACTOR, KNOWS THEY DO NOT HAVE TO WORRY IF A PROBLEM OR ISSUE ARISES, AND KNOWS THAT NO MATTER WHAT, GOOD OR BAD, THEY WILL BE INFORMED, A SOLUTION WILL BE PROPOSED, AND, FINALLY, AGREED UPON. THUS, AVOIDING THE POSSIBILITY OF MAJOR SETBACKS, NEGATIVE FEELINGS OF MISTRUST/DECEPTION/ETC. AND, DELAYS IN MOVING FORWARD, OR DEVISING A SUITABLE SOLUTION. ALSO, A CUSTOMER IS MORE APT TO PAY FOR SOMETHING THEY WERE INFORMED OF, INVOLVED IN THE DECISION MAKING PROCESS, AND APPROVED, RATHER THAN, A RANDOM CHARGE FOR SOMETHING NEVER LISTED IN THE ESTIMATE, PROPOSAL, INITIAL OR SUBSEQUENT MEETINGS, PHONE CALLS, OR ANY TYPE OF COMMUNICATION FOR THAT MATTER. THIS RUINS TRUST, IT RUINS LASTING RELATIONSHIPS, AND IT GIVES BUSINESSES BAD NAMES/POOR REVIEWS, AND IT GIVES CUSTOMERS A NEGATIVE FEELING ABOUT THE PROJECT EXPERIENCE, THE BUSINESS, AND THE INDUSTRY AS A WHOLE. WE WANT TO IMPROVE THE REPUTATION OF OUR INDUSTRY, BUILD RELATIONSHIPS WITH OUR CLIENTS, AND FORM BONDS WITH OUR COMMUNITY MEMBERS. THAT IS OUR LONG TERM GOAL.

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