4 | M.M. Hearn tomers over the years. “In any form of business, you’ve got to put customer satisfaction No. 1,” Michael says. “You have to help them the best you can within your capability.” M.M. Hearn’s dedication to customer satisfaction has led to significant repeat work through word-of-mouth referrals and recommendations. For example, Michael has built eight houses for one particular client over the years. “He’s been an extremely good client and we treat him the same all the way through,” he says. “I can’t emphasize strongly enough the value of our word-of-mouth, especially in a smaller location, which is by far the advertising tool available.” The company also enjoys positive relationships with both their direct employees and their subcontractors and suppliers. “Running a large building business, you can’t always be face-toface with every individual so you’re only as good as your staff,” Michael says, adding that he has complete faith in his staff – from those who work beside him in the office to the “field troops” on the ground and the apprentices. “Each is judged equally.” The same longstanding commitment they have with their subcontractors and suppliers also applies to their staff – some of whom have been with the company for more than 20 years. “I’ve had a lot of staff who have been here a long time,” Michael says. “It’s a physically-demanding trade and if you have staff staying with you past their age of 50, you’re doing very well.” SUPERB CRAFTSMANSHIP As a result of their quality workmanship and personalised service, M.M. Hearn Constructions has
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