Intentional approach to customer experience drives success for industry leader
Aug. 30, 2023
This paid piece is sponsored by Maguire.
When it comes to customer experience, Walt Disney’s timeless advice has never been more relevant. Disney has been credited with saying:
“Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.”
Maguire team members paint a new water tower for a rural water district.
At Maguire, the Sioux Falls-based company is investing in the customer experience as part of its mission to be the best water tank company for its customers and employees.
“Ensuring our customers have an amazing experience is important to us,” said Madison Conger, customer experience specialist. “Each time we interact with a customer, it is an opportunity to strengthen our relationship with them.”
Maguire defines its customer experience journey in four parts.
- Getting to know you
- Partnership
- Operational excellence
- The Maguire Difference
Maguire field superintendent Dave Humble discusses the progress of a project with a customer.
Getting to know you
At Maguire, the process begins by getting to know each other better. The team takes pride in sharing their expertise across the industry to help solve customer issues, presenting at industry conferences across the country and offering customized training to thousands of water professionals every year to help enhance their skills and maintain certification.
At Maguire, there’s an understanding that earning trust takes time. The company has spent more than 100 years strengthening its reputation around delivering the best team in the industry.
“Our team members are experts in water storage tanks,” Conger said. “Being focused on this one piece of water infrastructure is important for our customers. They know us as the experts and that when they are looking for solutions to complex problems, they can trust that we can help them and that they will have a great experience during the entire process.”
Maguire water tank expert Michael Bruck (right) discusses solutions with his customer.
Partnership
Solid communication is the key to any successful relationship — and at Maguire, it starts with listening and leads to partnering with customers to develop the right solution for them.
“We train our team members to start the process by listening,” said Jamie Mays, vice president of sales. “The better our team listens to the customer’s issues the better they will truly understand what the issues the customer has that they need to find a solution for. When you combine listening with asking great questions, that is when the best solutions can be proposed.”
Maguire senior project manager Corey Sanders (center) explains the progress of a water tower build.
The Maguire team will listen to a customer’s current pain points and then provide a comprehensive solution that balances all the important factors that were communicated to ensure the right scope of work is proposed and agreed upon. This collaboration and transparency are central to the customer experience.
Operational excellence
While every water tank project is unique, the Maguire team believes there still should be an underlying consistency in the way they work — delivering accurate, creative solutions to problems. To do this, Maguire relies on an efficient, consistent process to perform fundamental tasks, so teams can focus on solving the more complex project issues – those that set them apart. At Maguire, quality is a prerequisite, not a differentiator. What makes the difference is the ability to understand the customers’ needs and then work until the right solution is found.
“We want to ensure that every customer receives the same high-quality project,” senior project manager Corey Sanders said. “We do this by focusing on our communication. From our first pre-construction meeting until the final signoff, we make sure everyone is communicated with properly so we all have the same information and expectations during the project.”
As you can see from this customer feedback, it makes a difference:
The Maguire Difference
Maguire’s commitment doesn’t end the day the project is complete. The goal is to be engaged throughout the life of the water tank to help keep it in like-new condition. Water storage tanks are visible pieces of infrastructure, and Maguire wants to be there alongside its customers to ensure that the water tank reflects the community’s vision.
“We love when our customers say great things about our team members and the projects we do for them,” Conger said. “Water tanks are large billboards for the community, and they take pride in that. We love helping our customers store and protect quality water, and they appreciate our partnership.”
