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

An exceptional 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 our 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 our decisions will prioritize the best interests of your project, you as our client, and the communities we serve. 

Expect Excellence from Our Team. Our One|SME culture encourages collaboration among teams to design innovative, practical solutions focused on your success. Each project receives high-quality service and responsiveness – no exceptions.

Past Experience Drives Your Vision of the Future. We don’t wait for issues to arise. Instead, we use our experience and collective knowledge to anticipate potential challenges, guide the project team to practical solutions, and consistently provide significant cost savings.

Attention to Detail Is a Top Priority. From acquisition, design, and construction to operation, maintenance, and restoration, we keep the details under control. You’ll feel confident in the quality and longevity of your project. 

Revitalization Becomes Our Legacy. Our passion comes to life in the communities we serve. When we work together, communities are transformed.

 

Our client experience is built on our Core Values and Performance Principles as well as our vision: Passionate People Building and Revitalizing our World.

Client
Experience
Highlights

“Over the years I have come to rely on SME for the services they provide and the solutions they can deliver when challenges arise on our projects. Thank you for your service and partnership.”

~ Leigh Woodbury, The Christman Company

“Brian Berger and SME actually did better than expected. I worked in consulting, and I know what a good job looks like for clients, but you rarely find it. Brian and SME did a great job. More than the technical aspects, client relations were great. Brian pretty much handled any issues that came up. He ran options for solutions with recommendations and kept me informed of progress. I could not ask for anything more.”

~ Laura Ogar, Bay County Environmental

“Each and every one of the SME persons that came onsite or answered the phone when I called and needed something were the most courteous and professional persons to be working with on a project. This is rare in today’s world, and you can be proud of your recruiting and training for the field personnel and office as well. The value of SME’s services is in the calm assurance that our design professionals feel about SME’s testing, reporting and thoroughness. Thank you and the whole staff.”

~ Jim Ratliff, The Albert M Higley Co.

“We are very pleased with our relationship with SME. The professionalism and responsiveness by the entire team has been exceptional and a terrific add to our project. They would be the first call for any future work. The team takes time at the front end to understand exactly what we are looking for and tailors their approach to meet those goal.”

~ Gateway Economic Development Corp. of Greater Cleveland

“Colin Flaherty and his team are always available for random questions, create useful and well thought out reports, and generally are always able to conform to an ever-changing landscape for our redevelopment efforts. I have worked with SME on several grants/projects over the last 10 years and the process has always been smooth with knowledgeable staff that help guide the project from conception to completion.”

~ Muskingum County Land Reutilization Corporation

“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

“We called SME at approximately 6:00 pm the night prior with an issue and Keith Toro came to the jobsite the next morning and really bailed us out of a tough situation with a customer.”

~ Asphalt Specialists, Inc.

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.