P.M. Maintenance

WITH ENTHUSIASM GUIDING THE WAY…

…the team at P.M. Construction Services excels at delivering top-notch service

Virginia Tell

P.M. Construction Services completed this interior renovation of a retail store.

When American poet Ralph Waldo Emerson’s belief that “nothing great was ever achieved without enthusiasm” gained traction in the early days of P.M. Construction Services, it wasn’t only employees who benefited.

“To wake up each morning knowing customers are happy to talk to us motivates us to over-deliver,” says Project Executive Angelo Valla. “When everyone you meet is anxious to do a great job, everyone—whether it’s a customer or a co-worker—benefits from top-notch service.”

But how did the owner and President of P.M. Construction Services, Paul Major, transform that belief into a company culture? “By way of example,” Angelo says. “And he puts pride and commitment at the top of the list to create that kind of atmosphere.”

It all Begins with Integrity and Safety

When asked what helped the company grow to become a leader in the Northeast’s construction and building maintenance industry, Paul explains, “Our success is a direct result of our staff’s dedication, by cultivating relationships and providing quality workmanship that our clients value. We couldn’t do it without making sure we’re committed to being the best and providing services we’re proud of.”

His employees seem to really appreciate his expectations of them, which encourage company commitment and pride. Many have been with the business since its inception almost 25 years ago. Some of the “newest” recruits have already invested five years or more into their careers at the company—a positive trend in employee retention that Paul hopes will continue.

When he first started P.M. Construction Services, Paul knew the key to keeping his customers happy was to take care of his employees. Back at headquarters in New York, his wife, Ann Marie, ensures employees are equipped with the latest computer technologies and have everything they need to provide streamlined office-to-field communication. She also sets up benefits packages and educational opportunities for the entire team.

For Paul, meeting the needs of his staff is part of his commitment to being the best for his customers. In his mind, maintaining everyone’s passion to work on a project—no matter how small or large—can only lead to quality service at competitive prices.

And, convinced that employee enthusiasm benefits project outcomes, Paul says, “We foster customer relationships and avoid project hiccups through a careful review of data collection and evaluation. Then we can convey the most accurate picture of how a job will proceed. Thomas Hannafey in our estimating department leads that process during pre-construction service.”

One Step at a Time

“The first step in managing relationships between customers and employees is being available 24/7,” says Angelo. “And that means always having a qualified person answer the phone when it rings.”

Clients at hospitals, commercial buildings, retail malls—even those with the smallest maintenance issues—know that the person answering the phone can help them and that a crew is readily available to address urgent needs. Paul says, “That helps us develop the mutual trust necessary to be a real partner with our clients, a real team. We want them to feel that they can call us at any time of day or night.”

“I believe that our enthusiasm for our jobs, and for truly wanting to help, makes customers trust us,” adds Project Executive Christopher Gavitt. “We’re living examples of Ralph Waldo Emerson’s belief in the importance of enthusiasm.”

Angelo concurs. “It’s easy to be happy and enthusiastic when clients are,” he says, “but when they face critical issues, we want to step in and save the day. No project is without an obstacle; here at P.M., we pride ourselves in the ability to find alternatives and solutions.”

For these team members, quality service does not only require the right relationships and being available 24/7. It also necessitates a strong commitment to meeting deadlines and budgets. “To do that, we call on our many years of experience,” Christopher says. “And our trusted relationships with qualified vendors and subcontractors bring an added level of expertise and attentiveness to all facets of our jobs.”

Yet expertise…attentiveness…enthusiasm…and an abundance of will and know-how aren’t enough to overcome last-minute obstacles. Sometimes, it’s a matter of elbow grease and sweat.

Recently, at the eleventh hour, a customer needed an ADA ramp installed. Immediately after receiving the ramp layout, a P.M. Construction Services project manager mobilized and addressed various field conditions with the design team, then arranged for concrete to be poured in order to provide a perfect entrance. Further, once poured, the project manager rolled up his sleeves under the 95-degree sun and started shoveling and floating the concrete himself.

At the end of any workday, P.M. Construction Services employees have the satisfaction of knowing they were part of a job well done—or even extraordinarily done. They also know the company’s leadership is working just as hard, sometimes behind the scenes, to support them.

Paul says, “One reason for our success is the work we do in the background. Sure, we provide the most comprehensive handbooks, equipment and safety kits to our employees on the front end, but I make sure our team is rewarded for excellence and dedication throughout each job.”

The Final Touch

This consideration for others extends beyond employees and customers. In a shared desire to be the best they can be, the staff also reaches out to help the community. For example, P.M. Construction Services collects canned goods for the needy at Thanksgiving and gives to many organizations year-round. Whether it’s through organized relief efforts or charitable contributions to those in need, the entire team is inspired by Paul and Ann Marie’s mission of philanthropy and understand the importance of giving back.

Ultimately, P.M. Construction Services’ exceptional management style and ability to turn team members’ ideas and experiences into valuable project concepts contribute to client satisfaction and employee dedication. Add to that the staff’s enthusiasm for being part of a unique company culture, and you have the perfect recipe for great performance on every project.