Monthly Archives: September 2016

Good customer Cutler Associates has a heart for hospice

You might have heard of Chapters Health System. If not, the chances are better that you’ve heard of Good Shepherd Hospice. Chapters Health, headquartered in Temple Terrace near Tampa, is the umbrella organization for the Good Shepherd Hospice and palliative care centers in Polk County. It also runs the LifePath Hospice centers in Hillsborough County. In fact, Chapters Health System has operations throughout west Central Florida, with other locations in Citrus, Hernando, Pasco, Pinellas, Hardee and Highlands counties.

We mention this because one of Tucker Paving Inc.’s good customers, Cutler Associates, is very involved in Chapter Health Systems’ Island Night Swashbuckler Soiree. Observing its 25th anniversary this year, Island Night is a fun-filled fundraiser set for the evening of Nov. 6 at Jackson’s Bistro in Harbor Island.

For Island Night, folks are invited to “Grab your shipmates and come set sail on a swashbuckling voyage to a long-forgotten time and place when pirates ruled the sea.”

If the kind of special care offered by hospice centers is important to you, you might want to be a part of Island Night, too. But hurry; Nov. 6 isn’t too far off. If you miss this year’s event, there will be ample time to plan for the 26th anniversary soiree. You’ll find details at http://bit.ly/1myzxI9.

And now, a little about our longtime good customer, Cutler Associates …

Cutler Associates is an integrated planning, design (architecture), and construction firm. Started in 1972, the company is a “strong proponent of a team approach to building projects.” It serves several industries, including senior living, scholastic/institutional, corporate/government, health care, and tourism/hospitality. Cutler Associates has offices in Worcester, Mass. (the company headquarters); Malvern, Pa.; and Tampa. You can learn more at http://cutlerdb.com/home.

ACAF slogan has it right … ‘Asphalt: Florida Rides on Us’

A RECENT SPECIAL EVENT put on by the Asphalt Contractors Association of Florida (ACAF), Inc. — the 40th Annual Asphalt Contractors Conference and Trade Show — was a great opportunity for four Tucker Paving team members to catch up with colleagues in the paving business and get up to speed quickly on current industry issues and new technologies.

Ray Curtis, Shawn Signore, Amanda Dawley, and Shane Rocker represented Tucker Paving at the conference, which was held in mid-September at the Wyndham Orlando Resort in Orlando. The four returned to the office with a lot of useful information and resources to share with management and fellow employees. Conference topics included work zone safety best practices, work zone innovations, research initiatives, paving electronics, current construction issues and ideas, and the state of the asphalt industry — particularly in the Sunshine State. Several 2016 ACAF Excellence in Pavement Awards were presented, too.

The ACAF has an interesting slogan — “Asphalt: Florida Rides on Us.” It’s not just a clever play on words; it’s a fact. The association reports that asphalt is, by far, the primary form of highway pavement in Florida. Asphalt makes up about 99 percent of Florida’s pavements and is the surface of choice for about 94 percent of the 2.27 million miles of paved roads throughout the United States. That includes 65 percent of the Interstate Highway System.

Asphalt clearly is the pavement of choice — for roads, parking lots, and many more applications — by Tucker Paving and other professional paving companies around the country. It’s a proven performer, it makes motoring smooth and fuel efficient, it can be customized to any paving application, and it has the lowest life-cycle cost of any paving option.

Asphalt also is “money in the bank” when it comes time for road resurfacing. According to the U.S. Environmental Protection Agency and the Federal Highway Administration, about 90 million tons of asphalt pavement is reclaimed each year, and more than 80 percent of the reclaimed pavement is recycled. Tucker Paving has its own asphalt recycling operation, providing asphalt millings for its own road projects and the balance for sale to other companies and to the public.

If you want to learn a lot about asphalt and asphalt paving in a hurry, the websites for the Tallahassee-based ACAF (www.acaf.org), the National Asphalt Pavement Association (www.asphaltpavement.org), and Asphalt Pavement Alliance (www.asphaltfacts.com) are excellent places to explore. These websites are rich with interesting facts, figures, and general information.

The ACAF on the Web: www.acaf.org

On customer service: ‘Always give people more than what they expect to get’

No company is going to do well or even be a company for long with a track record of poor customer service. In this highly competitive business world, there’s very little room for shoddy treatment of the people who support the bottom line in a big-time way.

At Tucker Paving, Inc., in Winter Haven, we know construction best and we’ve learned how competitive this industry can be — how competitive it is — right here alone in our own big backyard of Central Florida. We also think we’ve learned a few key things about good customer service and how to provide it. Nearly 22 years in business (with steady growth along the way) is a good indicator of that. Essentially, quality customer service is a combination of consistent small extra services, devotions to detail, common courtesies, and applications of the business Golden Rule — the “stuff” that keeps existing customers coming back to you with their projects and gets potential new customers to take notice of a good reputation and check you out.

Occasionally on our Facebook page — www.facebook.com/tuckerpaving — we’ll post interesting quotes from notable leaders and motivational speakers about superior business ethics, work quality, and customer service. In keeping with the theme of this article, here’s a baker’s dozen worth of brief quotes we like about customer service. Maybe you’ll like them, too.

1. “Every great business is built on friendship.” — James Cash Penney, Jr., founder of the JCPenney department stores company

2. “The customer’s perception is your reality.” — Kate Zabriskie, author of Customer Service Excellence: How to Deliver Value to Today’s Busy Customer

3. “Make a customer, not a sale.” — Katherine Barchetti, founder of K. Barchetti Shops, an upscale retailing company in Pittsburgh

4. “Here is a simple but powerful rule: Always give people more than what they expect to get.” — Nelson Boswell, author of Inner Peace, Inner Power

5. “Customer service is just a day-in, day-out, ongoing, never-ending, unremitting, persevering, compassionate type of activity.” — Leon Gorman, the late L.L. Bean president and chairman of the board

6. “Your customers are responsible for your company’s reason for existing.” — Marilyn Suttle, president of Suttle Enterprises, LLC, a personal and professional growth-training firm

7. “There are no traffic jams along the extra mile.” — Roger Staubach, Super Bowl-winning quarterback (Dallas Cowboys) and member of the Pro Football Hall of Fame

8. “Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” — Donald Porter, vice president of British Airways

9. “People don’t care how much you know until they know how much you care.” — Theodore Roosevelt, 26th president of the United States

10. “Make it easy for your customers to do talk to you.” — Kevin Stirtz, author of More Loyal Customers: 21 Real World Lessons to Keep Your Customers Coming Back

11. “Either you follow up or you fold up.” — Bernard Kelvin Clive, personal branding coach and Amazon best-selling author

12. “He profits most who serves best.” — Arthur F. Sheldon, co-founder of the Institute of Economic Affairs in London

13. “Good service is good business.” — Seibel advertisement