client experience

We build lasting partnerships to revitalize our world.

“Surround yourself with a great team of smart people who have a passion for solving problems, and then work together to take care of our clients.”

~Ken Kramer, SME Founder

A superior client experience goes farther than a single project or service. What matters most to us is helping clients revitalize our communities; as a result, the strength of our client relationships is paramount. With SME as your trusted partner:

Communication Is Transparent and Intentional. From the very first interaction, we listen intently and ask insightful questions to understand your goals and uncover your challenges. At each step, you will know what is going on with your project, and every decision prioritizes your best interests.

Excellence Is the Norm. Our teams design practical, tailored solutions focused on your success. Every project receives the same high quality service – no exceptions.

The Present Connects to Your Vision of the Future. We don’t wait for issues to arise. Our proactive approach anticipates potential challenges, employs a forward-thinking strategy, and sets the stage for ongoing success.

Every Detail Is Meticulously Managed. Every decision is aimed at maximizing the value delivered to you. We balance the tension between competing priorities without compromising on quality.

Communities Transform. Our passion comes to life in the communities we serve. When we work together, revitalization becomes our legacy.

Client
Experience
Highlights

“It has worked out very nicely being partnered with SME on these last few Lansing CSO projects and we are excited you are on our team going forward for the next 5 years. You provided excellent service and it helps tremendously that you are local to these projects. Fishbeck is pleased with the responsiveness and the collaboration.”

~ Fishbeck

“The SME team is always on point with being able to provide services when called upon. This always leads to continued forward progress with the project. It is always a great peace of mind when SME is providing services on my projects.”

~ The Christman Company

“The owner made the right choice in bringing SME onboard. From our end we’re very pleased with service and timely response to all of our inspection scope. Starting with the Project Management, and the support provided by the office scheduling, it has been a pleasure dealing with SME to date. The field staff has been knowledgeable and responsive.

~ Turner Construction

“SME is a name that we and the Owner can trust to provide quality field tests, reports, and information. The real value is in the quality of the SME personnel who we’ve worked with. Each field tech, scheduler, or PM we encounter has provided excellent customer service. The SME team is always responsive with questions and provide us with the information we need to make quick decisions in the field.”

~ Aristeo Construction Company

It was great working with SME. Jamie (Bates) was very prompt in responses and getting the report to me in a timely manner. The scope was exactly what we were needing. The cores showed what is currently out there at the proposed roadway location and also what the existing pavement is at the dead-end road.”

~ Lochmueller Group

Brian Berger has been patient and instructive in the first Brownfield project for Bay County. He offers information readily; he checked in with us early on to make sure we understood the early steps and process…I have looked to him for guidance and scheduling information and found Brian to be very well organized and gives me good notice on when tasks are coming up.”

~ Bay County Environmental

“Everyone I’ve encountered is the right balance of professional thoroughness and workable. I’ve felt confident with SME testing our soil, reinforcing steel and concrete. SME (Dustin Kern and team) has been excellent with meeting our schedule and providing results of testing. I’m thankful for having such a great team providing testing services on this project. I highly recommend SME.”

~ Alcona County Commission on Aging

“I have always received the most professional services (Jason Schwartzenberger and team) for our line of business from the Plymouth location. I do not recall ever asking for service that wasn’t a typical scope of work for SME. I have had support from SME when a question for the design arose for this project from the engineer as well as some of my questions answered.”

~ Cadillac Asphalt

“We had a sub get into a bind on their scope of work to provide an engineered solution for their crane base. Jeremy (Wahlstrom) came in with limited notice and provided a thoughtful solution – that is not over engineered but tailored to the site need and availability.”

~ Walbridge

“The team (Nate Sexton and team) got back with me very quickly and got on site promptly to complete their inspection. The provided report was exactly what we needed to set the client’s mind at ease. SME knew exactly what we were looking for. The analysis prevented us from having to do more rework than was necessary, saving the project money.”

~ The Christman Company

“Answers when I call. They show up almost instantly and I am always satisfied with the job well done. Todd (Neumann) and his team are wonderful! Always pleased with their services and quick responses to our calls and requests.”

~ Barnhart & Son, Inc.

SME has been a great partner to have on our City of Cleveland Superior Midway Project. While assisting with drilling and testing operations, the team members were very knowledgeable and joined our team conversations ready to contribute to the status of their tasks. Led by Brendan Lieske, he provided clear direction as needed and was very responsive to meet the schedule.”

~ HDR

Mary (Hoeh) does a fantastic job at keeping me informed. Schedule was dictated by EGLE and Mary has kept the project moving forward. Mary is doing a great job of keeping me up to date on the status of the project during the various stages and we are aiming at the EGLE compliance deadline.”

~ City of Allegan

We have had numerous needs on the project and SME has been very responsive and provided quality services to keep the project moving forward. SME has provided a tremendous value in the field with the daily observations and inspections.”

~ Walbridge

“The SME Team (Wess Mekhael) not only handled the original agreement but quickly responded to additional areas/items. SME stepped into the project quickly and seamlessly.”

~ Gateway Economic Development Corp. of Greater Cleveland

“Tom Bane was very thorough, informative, and professional throughout the entire process. He was timely in his responses and really helped the building owners come to a positive, satisfactory resolution on the roof replacement workmanship claim. We will definitely use SME…in the future and would highly recommend their building enclosure expertise and services to others.”

~ CP Heritage, LLC

Delivery of responses and providing the benefits of an NEZ was on point. Elizabeth’s (Masserang) energy sparked momentum at the city of Pontiac to establish a NEZ district not only for our project areas, but also in neighborhoods in and around Downtown Pontiac. Look forward to working with Elizabeth and her team on future projects.”

~ Pontiac Housing Commission

Client Savvy Client Feedback Results*

Customer Satisfaction

budget

94%

helpfulness

100%

schedule

98%

value

99%

quality

99%

responsiveness

98%

scope

99%

*The percentage of respondents that say SME met or exceeded
expectations in each category in 2023.

Your Feedback Helps Us and Your Future Projects Thrive!

Client feedback on our service improves our relationship with you. From the input we’ve received to date in our Client Savvy feedback tool, SME has a Net Promoter Score (NPS) of 87. As a comparison, brands often considered to have great customer service such as Apple, Nordstrom, and Southwest Airlines generally achieve NPS scores in the 70s. We are proud of the work we are doing to help you succeed and that you continue to share about your experience with us. Thank you.