4 Tips for Making Construction Quality Something Your Customers Notice

🔊Listen to how to make construction quality noticeable by preventing errors, ensuring transparency, and building it right the first time.

Why bother digitizing your inspection and QAQC program if your customers won’t notice a significant improvement in quality? 

It’s a valid question.

If the improvements you make are so trivial that they don’t create a noticeable difference, how much has truly been accomplished?

To change how customers perceive your level of quality, the improvements need to be obvious and undeniable. The challenge lies in setting goals that genuinely move the needle on the quality meter. 

Here’s how you can achieve that and make construction quality something your customers can’t ignore.

1. What Do Your Customers Notice?

More than anything, your customers notice when they find deficiencies and catch mistakes that need to be corrected. No matter how responsive you are to fixing things, there is no recovery from the damage to your quality reputation.

The key to delivering the right kind of quality your customers want to notice is focusing on their definition of quality. 

Customers have a definition of quality that you should adopt as your own: quality means building it right the first time, without errors.

This approach, often referred to as First Time Quality (FTQ), contrasts sharply with Second Time Quality - which involves building it wrong, then fixing it.

First Time Quality vs. Second Time Quality

Imagine this scenario: a project specifies a foundation made from 3000-pound-strength concrete.

• First Time Quality: Pouring the foundation correctly with 3000-pound concrete on the first try. The job meets the specification, no more and no less, without the need for rework.
• Second Time Quality: Pouring the foundation incorrectly, failing the 3000-pound compression test, demolishing the work, and then pouring the correct foundation.

While the end specification may ultimately be met, the inefficiency and cost - not to mention the customer’s diminished confidence, leave a lasting negative impression.

Critically, exceeding specifications doesn’t equate to better quality. For instance, pouring 4000-pound concrete instead of the specified 3000-pound doesn’t add value. Customers expect their specifications to be met - not exceeded - and for the job to be done right the first time.

2. Focus on Preventing Errors and Deficiencies

To make First Time Quality a reality, the focus must be on error prevention. A strategy centered on prevention has four critical elements:

1. Hear the Voice of the Customer: Meet with the customer to understand their quality concerns and hot buttons. Be sure to tune your QAQC process for the project to reduce the risk of errors on these items.
2. Stop Errors Before They Happen: Use well-designed QAQC programs, checklists, and inspections to catch issues early as construction tasks are completed. Incorporate digitized inspection tools to streamline these processes and ensure consistency.
3. Quickly Catch and Fix What Slips Through: Even the best systems won’t catch everything. Develop processes to identify errors swiftly and correct them.
4. Prevent Similar Occurrences: Learn quickly from mistakes by analyzing their root causes and implementing preventive measures to ensure they don’t happen again.

This proactive approach ensures that quality is built into every stage of construction - not just addressed during the final punch list phase.

3. Make Your Quality Visible to Customers

An essential part of making quality noticeable to customers is having them see it for themselves. Transparency builds confidence and leaves a lasting impression of professionalism.

Daily Reports

Daily reports are more than just a formality - they’re an opportunity to showcase your commitment to quality. Use detailed report templates that include:

• Photos and Videos: Capture progress and highlight critical milestones.
• Written Summaries: Provide concise updates on completed tasks and ongoing work.
• Metrics and Data: Include inspection results, material quality checks, and adherence to specifications.

These reports act as a virtual jobsite tour for your customers, building trust and keeping them informed.

Inspection Reports

Inspection reports are the cornerstone of quality assurance. Make them customer-friendly by:

• Including before and after photos of inspected areas to showcase progress and corrections.
• Documenting measurements to prove compliance with project requirements. Measurements are difficult to fake, so they add to the credibility of the inspection report.
• Highlighting resolved issues to demonstrate proactive problem-solving.

These reports provide tangible evidence of your quality control efforts and ensure your customers see the value of your processes.

Punch and Work-to-Complete Lists

Deficiency lists can either build or erode customer confidence, depending on how they’re handled. To turn them into an asset:

• Document deficiencies with clear descriptions and accompanying photos.
• Update the list regularly with corrections and attach before-and-after photos of completed fixes.
• Share progress with customers to demonstrate transparency and accountability.

This approach reassures customers that you’re committed to delivering a finished product that meets their expectations.

Pre-Final Punchout

Conducting a pre-final punch out is your chance to ensure the highest quality before the customer walkthrough.

Here’s how to make it count:

1. Perform a detailed inspection of all work.
2. Document findings and observations with photos and detailed notes.
3. Address any deficiencies immediately and update your inspection report to reflect corrections.
4. Share this pre-final punch out report with your customer to show proactive quality management.

This step ensures your customers walk into the final punch list with a positive perception of your attention to detail and professionalism.

4. Ready to Take the Next Step?

The integration of digital tools into daily reporting aligns perfectly with the First Time Quality philosophy.

If you’re ready to transform your quality management processes and ensure that your projects are built to the highest standards, consider scheduling a live demo of FTQ360 today.

Discover how digital-first daily reports can reduce costs, prevent deficiencies, and help you achieve First Time Quality on every project.

The future of quality control is here - are you ready to embrace it?

Conclusion

By focusing on building it right the first time and making quality a visible and measurable part of your projects, you’ll not only meet but exceed customer expectations. That’s the kind of quality they’ll notice - and remember.