How do you retain regular clients and grow market share in a competitive industry? Give clients the VIP treatment, says 2022 winner of the Client Choice Award for Best Quantity Surveying Firm (less than $30m revenue).
Australian firm MCG Quantity Surveyors was named top of its class in the recent Client Choice Awards for the second year in a row. Managing Director Mike Mortlock said the repeat wins represented a “validation of intense focus we’ve placed on the customer experience and life cycle”.
“Our team represents the entire value of our business, and to be able to succeed together validates all of the hard work and dedication required to ensure our clients received the VIP treatment,” he said.
The annual Client Choice Awards showcase the best Australian and New Zealand professional services firms across four professions of accounting and consulting services, built and natural environment consulting, law and related services, and specialist IP and related services.
Winners are chosen not by judging panels or industry experts – but by feedback from the clients themselves. In 2022, more than 250 firms entered, and more than 15,000 pieces of individual client feedback were submitted for judging, indicating an incredibly high level of competition between firms.
“Most companies will speak about their excellent customer service, but it means much more when it’s independently judged to be the top of your industry,” said Mr Mortlock.
“Working with a Client Choice Award-winning company should give the client confidence that they’re working with the best in the industry and that their custom is valued and respected. The award is evidence that the business excels at customer service and client outcomes.”
Mr Mortlock founded MCG Quantity Surveyors in 2011 with co-director Marty Sadlier, and together they have expanded the business to establish offices in most Australian capital cities – Sydney, Melbourne, Newcastle, Brisbane, Adelaide, Perth and Canberra. The firm was named one of the top 100 fastest-growing companies by the Australian Financial Review in 2018.
This rapid growth plus continued success at the Client Choice Awards spotlights MCG Quantity Surveyors as a high-performing firm in what has becoming a highly competitive field. Mr Mortlock said this success could be directly attributed to the firmwide focus on outstanding customer service, rather than bottom-line thinking.
“We compete against firms that place the financial returns higher than client satisfaction, to the detriment of the client and sometimes the industry,” he said.
“Client satisfaction and client returns don’t always go hand in hand, sometimes a significant investment is required to ensure that the service provided, and the experience of the client is world class.”
Mr Mortlock added that investing in the client experience would inevitably lead to greater financial returns.
“Outstanding customer service will lead to higher retention, greater referrals, and word of mouth benefits … Overall, firms with high levels of satisfaction tend to find their way to the top of the industry and the financial returns tend to follow.”
MCG Quantity Surveyors was named the Best Quantity Surveying Firm (<$30m revenue) in the 2022 Client Choice Awards. This award is presented in partnership with Deltek.
The Client Choice Awards rewards firms for excellent client service, technical expertise, innovation and client experience. It is the only multi-profession and fully client-judged awards anywhere in the world. The Principal Partner of the Awards is NAB.