Professional firms need to be more accountable and be prepared to share their customers' pain, according to a construction and property services sector expert.
Speaking at a one-day conference hosted by property consultants Fisher German, Neil Pountney, head of construction experts Emprima, a former president of the Quantity Surveyors Division of the Royal Institution of Chartered Surveyors and board member of Birmingham Chamber of Commerce & Industry, said that customers - whether in the public or private sectors - should feel able to "lean" on their professional advisers.
"The professional services and advisory sector should be there to take the pain out of the construction process - to the point that the customer might well 'fall over' without us. It is up to all of us in the industry to get under the skin of our customers' business case, focus on their priorities and, at the outset, understand what will represent a successful outcome for them in order for it to be fully effective," said Mr Pountney.
Solihull-based Mr Pountney said the advisory sector was very often letting itself down by not taking on a more proactive and hands-on role alongside its customers. "The sector is failing itself and at times failing its customers. We in Britain may work some of the longest hours in Europe, but we also have an attitude of simply doing 'the best we can'.
"For some firms, it is quite acceptable to turn round to a customer and say - 'sorry, we didn't achieve what we said we would, but we tried very hard'. It is the horror of such mediocrity and the 'we can't do that' mentality that almost ten years ago motivated me to set up a new business with completely the opposite attitude.
"I was aware that customers seemed to be hacked off by the way professionals dealt with them. Firms accepted, and even actively sought business, without having the right quality people and robust structures in place to deliver what was required.
"There needs to be a very much more single-minded determination to succeed," said Mr Pountney, who is known for his tough-talking and ability to get things done.
Tony Ridgway, chairman of Fisher German's professional practice committee, said customer service should be used as a key differentiator. "Our sector needs to strive for the highest levels of customer service, anticipating client needs and continually giving 110 per cent. Much of that service is based on establishing long-term relationships but it is also being mindful of the issues that face our clients.
"Fisher German has, for instance, developed significant expertise in the specialist fields of wind farms, telecom sites, the management of pipelines and other utilities - all elements that are impacting on the firm's routes in the rural property sector as well as residential and commercial."
Mr Pountney said that being ahead of the game was key to customer satisfaction. "As property professionals, we need to anticipate. We need to face the problems head-on and deal with them when they occur, however unpalatable they may be.
"Additionally, being a professional, particularly a project manager, requires an ability to manage the customer as well as the other parties. That doesn't mean losing sight of the principles of fairness. You don't get the best out of any contractor or supplier if you are unfair, but you do need to stick to your guns and I reckon that in this world, when a deal is made, it should be stuck to.
"We need to remember that we are all paid to achieve an objective and provide added value for our fees. If a client pays say, £50,000, they don't just expect £50,000 in value back, otherwise there is absolutely no point in employing us," said Mr Pountney.
