6/11/2025
It's not "Are you satisfied?" It's something much deeper.
Most companies fear criticism and hide behind the cold form. At Deltana Ingeniería, years ago, we realized that's the easiest way to leave value on the table. True growth isn't in the 'excellent' tick-box; it's in the nuance of the conversation.
That's why our project closing isn't a questionnaire; it's an open dialogue guided by our Quality Agent. They sit down and 'stroll' through every aspect—from that email we were slow to answer, to the strategic value the final deliverable provided. It's an audit of the soul, not just a checklist.
And we have learned an enormous amount from those talks. We have taken such valuable notes that they have even forced us to radically change the focus of what we do to align exactly with what the client expects to receive, not just what we think they need.
The ultimate goal is simple: To turn criticism into our roadmap. We don't do it just to "comply," but to understand exactly where we can be better partners in the future. This is what truly allows us to look beyond the design and transform ourselves into an engineering firm that offers solutions, not just products.
Listening, truly listening, is the muscle that allows us to grow. If you don't dare to be told where you failed, you will never know how far you can go.
How do you handle the "post-mortem" of a major project? We'd love to read your thoughts.
#CivilEngineering #Leadership #CustomerExperience #Deltana