Though Scott Liseno saw the 2008 housing crash coming, he still wanted to keep working in construction. He moved from Texas to the East Coast just as the recession began and took a job working on commercial properties thinking construction is construction—and quickly learned a lesson. “Commercial and residential are completely different animals,” he says. “I enjoy being on the jobsite and dealing with trades. As a project manager I didn’t get to do that. I didn’t feel like I was building anything.”
Liseno returned to residential remodeling in 2009 and started Omnia Construction in 2011, taking the lessons he learned doing commercial construction to forging a better business. “I learned a lot about scopes of work: figuring out what’s in the job, parts and pieces, trades. We scope out the job so we know ahead of time all the parts and pieces. Then we present to the client.”
At the second job check—after a verbal commitment but before an official price—it’s not just Liseno or his staff; they bring their trades to the job to talk with clients and get the most accurate pricing. “The end result of the visit is accurate trade pricing, feedback from the subs on the best approach to the work, and increased client confidence in our company and the approach we take to our work,” Liseno says. That level of communication with the client continues through all of Omnia’s jobs, with daily updates to the clients about progress and what’s coming next.
- Omnia works with trusted trades for all of its jobs, and even though the processes remain familiar, project managers do regular checkups even if they already know the answer. Says Liseno: “We have to interact with the trades, asking them questions to which we already know the answer, just to verify we’re on the same page.”
- Traditional methods of connecting with past customers, like quarterly newsletters and Christmas cards, remain one of the top ways Omnia keeps itself on the minds of clients. “We think this is a great way to stay top of mind while not inundating people with an email every other day that they just delete upon receipt. It’s much more personal, therefore more effective.”