Manning is looking forward to seeing the technology used on an upcoming student union project at Duke. "I really do look at Skanska as being on the cutting edge of the use of technology on the project site."

Steve Stouthamer, Skanska's general manager for the Carolinas in Raleigh, says the slowdown gave the firm the opportunity to emphasize "emotional differentiation." That translates to investing more time with clients to better understand their needs.

Refocusing for Clients

The approach seems to be working. "They think like we do," says Manning. "They really take on the role that they work for Duke and are representing our best interests."

David J. Bailey, president and CEO of Nemours, Jacksonville, Fla., says hiring Skanska USA for its $248-million children's hospital in Orlando "has been one of the best decisions our organization has made."

"This may sound corny, but they understood from early on that they weren't building a hospital for us—they were building a place of hope for children and families," Bailey says. "They became committed to our mission.

"Their laser focus on workplace safety fits hand in glove with our focus on the care of children," Bailey adds.

When the U.S. Occupational Safety and Health Administration conducted an unannounced, two-day inspection, there were no citations and no recommendations. Even the OSHA inspector was surprised, says Bailey.

Nemours has since awarded the contractor another project in Delaware. Bailey concludes: "Skanska's a very impressive organization."