ISS: Describe your customer base.
Wright:After our third year in business we saw a definite niche in the storage construction market and really began to focus on it. We have a mix of new and repeat customers and referrals. These last two each make up 35 percent of our business. Our superb service and products has resulted in more than 70 percent of our business coming from repeat and referral customers. This is rare in our industry. We like to work with first-time facility developers and, as a result, they tend to stay with us as they grow their portfolios.
ISS: What are your company’s goals and what strategies do you use to accomplish them?
Wright: Our goal is to do a steady volume, be honest and treat people how they expect to be treated. We go to great lengths to make sure we treat every customer and subcontractor as we would wish to be treated. This has allowed us to establish ourselves as one of the leaders in the industry.
ISS: How does Mako operate?
Wright: Without question our strength as a company comes from the knowledge and expertise of our staff. Here at Mako, everybody wears all hats. There is no corporate ladder to climb here. We’re all about being efficient and getting the job done in a timely and professional manner.
Our structure means that most likely the person a customer initially talks to at Mako will be the one to handle the project throughout the course of construction. The customer’s estimator also is his service rep, quality-control rep and project manager. He has the authority to make decisions during the construction process. This makes us unique.
ISS: What is your company’s business philosophy?