Delivering on our Word

July 21, 2022

At HVJ, our customer’s journey matters. In addition to our technical expertise, we value how our customers think and feel about working with us. Our customers return to us when we deliver on our word, solve their pain points, and do what needs to be done to ensure their success.

One aspect of our “walking the talk” mantra is our Commitment Management system. Sparked during conversations between HVJ team members and our clients, we use four milestones to define success for both parties. These milestones include:
1. Initiation
2. Negotiation
3. Fulfillment
4. Satisfaction

With each of these milestones, HVJ sets clear expectations and strives only to promise what we can deliver—even if that means declining an offer we cannot fulfill. Our procedure includes negotiating concrete conditions of what will ultimately result in satisfaction by answering, “What does it look like when the promise is fulfilled?” During fulfillment, HVJ makes regular assessments and shares updates with the client’s team to discuss any changes—or by proactively resolving breakdowns early on.

At the end of the day, our goal is to build a teamwork-based relationship with our clients and maintain trust by fulfilling our promises or acting for resolution and recovery if necessary. Whether we’re engineering pavement or providing models for civil projects, HVJ offers undivided guidance and communication to those who oversee the critical construction of their infrastructure.

“It's easy to fall into the trap of not being clear about even simple requests, thinking we are too busy.  That's why we prioritize taking the time upfront to create clear agreements, which eliminates rework and missed deadlines. The attitude has to be, if we’re too busy to make a good agreement, are we too busy to make that commitment?” Mike Hasen, Principal Engineer.

This culture doesn't just happen by happenstance. HVJ’s leadership values the resources and skill development needed for each team member to deliver an experience that resonates with clients for years to come. As part of this effort, we’ve worked with the Institute for Generative Leadership to strengthen our collective leadership and communication skills. With these efforts, HVJ team members can envision what they want to bring to customers and their teams, no matter the type of project they take on or manage. As CEO & Founder Herb Johnson said, “Leadership is not just an expertise – it’s a calling to help others work together to create a valuable and satisfying shared future.”

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