As a coworker and I began interviewing members of our sales team to uncover new case studies, one theme surfaced in every conversation—again and again:
communication.
So I asked a simple question:
“Why do you think customers are satisfied with Federal Heath? What do we do better than anyone else?”
The answer was strikingly consistent. Case study after case study, communication was the thread that connected them all. If the old real-estate mantra was “location, location, location,” then in our world, it’s communication, communication, communication.
Customers notice it in the everyday moments that matter most. They appreciate how our project management team shares information early, clearly, and often—whether the update is small, significant, positive, or unexpected. Of course, quality workmanship and a smooth process are essential. But communication is what ties those strengths together and turns a good project into a great experience.
Because when communication is strong, nothing feels uncertain.
That might look like a quick end-of-day note about progress on wire installation.
It might be a heads-up that the general contractor is ahead of schedule.
Or it might be a proactive recommendation to switch materials when a site issue comes up.
Whatever the situation, our teams don’t wait for problems to grow. We talk early. We stay aligned. We keep the customer in the loop. And that trust changes everything.
Communication is such a core part of how Federal Heath works that we measure it consistently. Every quarter, customers are invited to evaluate their designated project manager:
Did your project manager keep you informed and communicate with you throughout the order process?
How would you rate our customer service (courteous, friendly, and helpful)?
How would you describe your overall experience?
Those results go straight to senior leadership—not as a box to check, but as a commitment to keep strengthening what makes us different. Communication has long been one of our greatest advantages, and we refuse to take it for granted.
Tim Smith, Sr. Vice President of Commercial Accounts, puts it well:
“That’s why we survey people on how we do—especially on communication. Sometimes things don’t go perfectly. But if you're communicating and setting expectations, or adjusting them, just keeping somebody informed, it makes a big difference.”
Tim is right. Projects are complex. Variables change. But customers don’t expect perfection—they expect partnership. And partnership starts with communication.
So here’s to continuing what we do best:
clear expectations, proactive updates, and real conversations—every step of the way.
Here’s to more communication, communication, communication.