A Fast-Track to Client Satisfaction

Andy Shelton

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Invisible Work


Andy’s team built high-quality homes on time at a fair price point. So it was frustrating when clients expressed disappointment. The team put a ton of energy into projects — but it didn’t feel like clients noticed.

“Any time a client called, I would think, ‘Oh, gosh, something’s probably wrong.’”

Fast-Track Learning

Andy wanted to create a scalable company while delivering an amazing client experience. At first, Andy and other leaders weren’t sure they wanted to invest in SYCB. Ultimately, they decided they didn’t want to lose more time figuring things out on their own.

“SYCB was probably a lot cheaper than hard lessons for the next 5 or 10 years.”

“The biggest impact was more trust from the clients and therefore less questioning.”

Out of the Field

The biggest transformation? The leadership team’s mindset. They began to carve out disciplined time to focus on the business. This allowed Andy to implement proactive client communication. Clients started feeling more connected to the project (and calling less).

A Lasting Skillset

Better organization brought happier clients and a sense of control over the process. Plus, now the company is getting paid for pre-construction. Beyond these results, Andy’s team has a skill set they can use to continue strengthening the company.

“It gave us a skill set and a way to think about the business that will only make things better.”

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