| “The message for contractors is clear: company integrity is as critical to the success of a construction business as the cost of the job and the quality of the finished product,” said Carol Novello, president of Intuit Construction Business Solutions, which distributes Master Builder and other software products aimed at the construction industry. “The study shows that it is just as important to have the right business management skill set and processes as it is to have the ability to lay a foundation and finish a job.” Good business systems demonstrate your integrity to customers early on. “Even at the front end, when we do an estimate, they see we’re using state-of-the-art equipment and they know they aren’t getting flimflammed,” says Bill Murray. Co-owner of Savannah Homes in Florence, KY, the builder uses integrated software “to keep track of everything,” as he puts it. Most Customers Satisfied With Their Contractors The Intuit study found that contractors generally succeed at keeping their customers happy. Eighty-four percent of the home owners surveyed said they would recommend their contractor. And approximately 60% of the commercial and residential respondents trusted the firms they hired. When builders slip up, they sometimes turn in shoddy work or leave customers wondering about a project’s status. A total of 56% of residential customers cited job quality as their primary reason for dissatisfaction. Other key factors included low productivity and efficiency. All respondents felt that construction firms need to do a better job of communicating with them. Novello noted that maintaining a personal touch with customers can be difficult given the challenges contractors of all sizes face. “It's not easy to keep up with the demands of today's construction world. Construction business challenges go beyond bad weather, thin margins, customer disputes and scheduling problems,” she said. One way to keep communication flowing with your customers is to schedule regular meetings with them at the start of a project. That’s what Daimon Doyle, president of Doyle Custom Homes in Olympia, WA, does. “You need specific, standing appointments to get together to discuss the project’s status, the next steps and to address the client’s questions and concerns and brainstorm together,” says Doyle. “Otherwise it doesn’t happen.” The meetings benefit Doyle’s entire business as well as his customers and their projects. “They help me increase my efficiency, keep the project on track and keep down costs,” he says. And, even better, customers realize they’re working with a builder who has good business systems, which helps build trust. As Doyle puts it, “We’re not reinventing the wheel each time.” About Intuit Inc. Intuit Inc. (Nasdaq: INTU) is a provider of business and financial management solutions for small and mid-sized businesses, consumers and accounting professionals. Its flagship products and services include QuickBooks®, Quicken® and TurboTax® software. In November 2001, Intuit acquired Master Builder™ integrated construction business management software. For more information about Intuit® Master Builder™, visit the Intuit® Web site. | 
