"When we were nominated for the 2017 BBB Torch Award I wasn't really sure how we were going to demonstrate our record for something philosophers kick around all the time," recalled John Murphy, owner, Murphy Bros. Design | Build | Remodel. "I mean, I felt confident we had the chops to compete, but how does one go about proving it? And what is it exactly?"
We prove it by matching our principles, values and stories with the six BBB categories that define outstanding performance in leadership, performance, team building and improvement. An example is in order...
About a month ago one of our project managers entered a client's home while they were on vacation to assess progress on an upstairs Master Bath remodel. Running water isn't supposed to be the first thing you hear when entering a home, but that's what our PM Nate Bassinger encountered. The main floor powder room toilet was overflowing and had been doing so for several days.
He immediately turned off the water, assessed the level of damage, went out immediately and rented several air movers and a dehumidifier, emptied the affected areas on the main floor and in the basement underneath, and began drying everything out. Clearly this was not his responsibility, there was no contract for this extra effort, but he knew it had to be done and done quickly before more damage was done to the property.
Once things were stabilized, Nate called the homeowners who had to decide if they should cut their vacation short or not. We offered to handle the remaining clean up and meet with their insurance adjuster to settle on realistic repair costs and generally keep things moving so they wouldn't have to come back from vacation early.
"Many people would consider the handling of this situation above and beyond. We actually don't. To us that's just the way you treat people," explains John.
The 2017 BBB Torch Awards for Ethics recipients will be announced live at a ceremony on Wednesday, October 25, which will be held in the Hyundai Club at U.S. Bank Stadium. Only five of the 14 finalists can win.