Continuous Open Dialogue Facilitates Change and Increases Opportunities

Hindsight is almost always 20/20. When we look back over the course of a project, or even a period of time, one of the areas that can constantly be improved upon is communication.

Listen Carefully

In order to exceed customers’ expectations and continuously add value to the building process, we must always remember to listen, identify and clearly understand their expectations and then make decisions based on their short- and long-term goals and our experience and knowledge.

What does a successful project look like to the customer? Is it a one-of-a-kind, high-end design project like Pixar’s Animation Studios or a facility that incorporates recyclable materials and a “people friendly” environment such as Aspect Communications’ new headquarters? Is a successful project one that is completed on time or well under budget or both? An autopsy of a failed project almost always points back to a breakdown in communication rather than a technical aspect of the building. To ensure that we mitigate any disappointments and consistently deliver exceptional projects, we need to proactively address potential issues and drive the building process through a constant flow of information. Communication aids in the establishment of solid customer relationships. One example is the recent kudos DPR’s project manager, Jon Bloom, received from the real estate project manager for Oracle in Rocklin, CA, for keeping him up-to-date and effectively communicating with the project team. (See Oracle story on page five)

Building Trust

Just as important as managing expectations and building great projects is building trust with the project team and customers.

Our non-traditional, “open-book” construction style fosters increased collaboration among project teams. We also encourage an ongoing exchange of ideas to take projects to new levels, maximizing creativity and efficiency. We build trust through communication.

At the very minimum, customers should expect their contractors to act with integrity and make decisions based on what is in the best interest of the project. At DPR, we develop knowledge-based solutions, make educated decisions, and continuously seek chances for growing, refining and expanding our services to better meet customers’ needs.

DPR’s move into the Southeast with the opening of the Atlanta office, the formation of the new Energy Group and the creation of Special Services Groups across the country represent our commitment to our customers and people. By listening to the challenges our customers face and the requests for more responsibility from the people at DPR, we have seized opportunities to further our growth - both individually and as a company. As we move well into 2002, the value we offer by improving upon our communication skills and the knowledge we share will be notable hallmarks of DPR’s success.