CMO, PBS Contractors
Every contractor in Collier County will tell you they take care of their clients. Fair enough. Words are free.
So here is ours, and here is what it costs us to keep.
PBS Contractors is the only Concierge Builder in Southwest Florida. Not a tagline we workshopped, a trademark we hold. And the reason we hold it is not a marketing meeting. It is a dog.
It started with a dog
Mario Valle, Senior Relationship Manager and twenty years with PBS this September, was working with a client on her home. He had been to the house many times through the sales process. She had an older Golden Retriever who needed special attention. After the contract was signed, she gave him a key.
He called her later that day. She could not talk long. Her mother was going into the hospital with a serious condition.
Mario had the key. So, he offered to go walk the dog, so she had one less thing to carry that day.
That is the whole story. Nobody was watching, nothing was billed, and it had nothing to do with construction.
Eighteen months later, it was a trademark.
Concierge Builder was registered on September 10, 2013. PBS remains the only builder in Southwest Florida to hold it.
Anticipate. That is the entire standard.
Our culture runs on 28 Fundamentals, the daily behaviors we discuss and practice as a team. Fundamental #1 is not an accident of numbering:
Be proactive. Anticipate customer needs. Solve problems before they happen by anticipating future needs and addressing them today. Preventing issues is always more effective than fixing them.
“The Fundamentals are not abstract concepts or fanciful musings; they are foundational behaviors which we discuss daily, putting them to use in every interaction we have,” says Russell Budd, Founding Partner, who started the company in 1986.
The bar we set ourselves was hospitality, not construction. Five-star hotels do not wait to be asked. Neither should the people building the most expensive thing you own.
What that looks like when you are not in the room
Most of our residential clients are seeing their finished home for the first time when they walk through the door, often at night, often after a long flight, and almost never
in the mood to go find a grocery store.
So, we set the house up. Lights on. Water in the refrigerator. A food basket. And toilet paper in the bathroom, which is the least glamorous detail in this entire article and the one clients remember longest.
Concierge in the middle, not just at the ends
Here is the honest part. Setting up a house on arrival day is the easy version of concierge. The hard version happens in the eleven months before that, when the client is 1,200 miles away and something goes sideways.
“Our clients are trusting us with the most expensive thing they own, usually from a thousand miles away. Doing the right thing when nobody is watching is not a nice touch. It is the whole job.” Tim Dupre, President and CEO, Partner of PBS Contractors.
That is where the standard gets tested. Not in the grand gesture, in the phone call you get before you had to make it.
For our commercial clients, concierge is not a food basket. It is budget certainty, schedule reliability, and never being the person who has to explain a surprise to a board. Same Fundamental, different first night.
Forty years of the same answer
We have been building in Naples since 1986. Across custom homes, home and condo renovations, and commercial new construction and renovations, the answer to “what does it mean to be Concierge” has not changed in four decades.
It means we go first. You should not have to ask.
Ready to work with a builder who anticipates? Start Building with a conversation.
