reducing the environmental footprint compared to conventional methods. Another differentiator, Mackenzie believes, is their quality control and their transparency with clients, which in their case goes hand-in-hand. Kelson & Kelson utilizes software-driven QA tracking to document conditions, parameters, and outcomes in real time – and they share that transparently with clients. Their approach yields measurable loyalty. According to Terry, the company has a retention rate of between 98 and 99 per cent – an exceptional figure for any industry. “We’ve got customers that we’ve been doing their work now for almost 50 years, and we treat them like they’re a brand new customer,” he says. “We never take them for granted. They stick with us because they know they can count on us. If something goes wrong on the job, we don’t run away. We deal with it and we get it fixed immediately.” Kelson & Kelson’s relationships internally are just as strong. Terry credits that to their intentionality when recruiting. He says they hire people not solely based on their experience, but instead based on their values, leadership styles, and their general level of care. “What we look for mostly is experience and people that will fit in and treat the people that THE CONSTRUCTION SOURCE CANADA
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