Commercial or residential, big or small, site jobs or utility work…Masterson Construction has customers across the entire range. Ask any of them about their experience with the 25-year old Danvers, Massachusetts company, and their assessment is surprisingly uniform. What do they all mention? The company’s adherence to budget, deadlines and requirements.

Jack Masterson finds it perfectly natural – it’s all about listening. “We incorporate into each bid what the customer told us about their specific parameters, we plan for it and we stick to it,” says the company founder, who adds, “It shouldn’t surprise anyone that people appreciate being heard – we all do!”

In business since 1981, Masterson Construction employs a staff of 50-plus, and, as Jack’s son Jeff Masterson describes it, “We keep them interested, challenged and busy through the year with a wide variety of jobs.” The Masterson list of customers is a healthy mix that has allowed the company to navigate relatively smoothly even through periods of economic change and uncertainty.

Caldwell Farm, located on Elm Street in Newbury, MA consisted of 66 units of age restricted housing on over a 125 acre site. Work included all of the preparation for the over 1 mile of road and 24 buildings that were part of the project as well as the utilities. The project has won numerous awards including most recently the National Association of Home Builders Best Overall Community for Active Adult Attached Housing.

Assessing the business environment.
“In the 25 years since I started the company, the only constant has been change – new markets have emerged, old ones have disappeared, trends have come and gone, some never to return,” says industry veteran Jack Masterson, and he adds, “That’s why I consider personnel my number one investment; first you need to have in place quality people who can learn and adapt; then, you give them top-of-the-line equipment, so they feel safe, excited and proud to be doing the work!”

How has business changed, specifically? “Everything is all-inclusive now, down to the landscaping and the signs in the parking lot,” laughs Jack, and he comments that developers have become business people who buy properties and permit them, while site managers have really become general contractors who handle everything, beginning to end. “Many of our customers want one source, one point of contact that can provide integrated services,” says Jeff, who has responsibility for running the operation day-to-day, and he explains, “This new method of working puts a lot of weight on the vendors that you choose and on sub-contractors that you rely on, and of course, planning becomes huge – there are many more variables we’re responsible for.”

Attention to every detail matters, and Jack gives an example, “Nowadays with fuel prices that can go up 20 cents a gallon in two weeks, we sure keep an eye on machines that incorporate advanced technology for more efficient performance, because fuel costs can eat away your profit.”

Both Jack and Jeff Masterson emphasize the importance of versatility; being flexible and able to adapt and function in a wide range of circumstances and environments, taking advantage of your core strengths and adding as needed. “Our customers have grown, and we have grown with them, supporting them in their different needs,” summarizes Jeff.

“Having a versatile crew and efficient equipment can help during the tough times, and when business gets better, you are ready to take advantage of new opportunities,” summarizes Jack, talking about his strategy, which basically is to remain flexible, spread the work, don’t put all your eggs in one basket, and last but not least – listen.

The importance of listening is ingrained in the company’s philosophy, and according to Jeff Masterson, “It works with our own employees as well,” and he continues, “They do not expect you to react to everything they tell you but they want to know that you are listening, that you respect them and the work that they do.” Jeff gives a couple of other examples, ranging from the importance of promoting from within, to the strong message that random drug testing sends across the company – employee safety is a number one value at Masterson Construction.

How about uptime, the eternal concern at a busy construction company? Jack answers, “With a fleet our size, you need to have mechanics in-house, but they can’t know everything about every machine. Milton CAT works with us and helps us to avoid problems before they happen; their diagnostic software keeps our equipment running at peak performance.” Actually, that last comment – going beyond simply reducing downtime to assuring “peak performance,” seems to be a key issue at Masterson. Jeff agrees and comments, “We really abuse Dave Nelson, our Milton CAT Parts and Service Sales Representative! Sometimes I am surprised that he continues to show up. We gang up on him and pick his brain – he’s very knowledgeable and teaches us things we would never learn otherwise.”

Plans for the future.
According to the Mastersons, their biggest challenge as a company is controlled growth. “Keeping a firm grip on any expansion plans is key for us,” is the way Jeff sees it. The company is committed to maintaining a resilient core, expanding when it makes sense, and only as far as they can handle without changing their philosophy.

Seeing their staff as their biggest strength, the company believes in continuing their approach – hiring right, respecting and supporting their workers. Equipment plans? “We stick to equipment that performs for us day in and day out, and that has good residual value,” and Jeff gives as an example their CAT 330 excavators, which he calls “Flexible machines that have pulled us through the toughest of times!” .

Jeff’s summarizes, “As far as equipment, we know we can rely on Milton CAT because of their range – they can back us up with the right inventory when we need it, whether it’s a new machine, a low-hour, used one, or a particular work tool – and also for the value that Ernie Boudreau, our sales rep, brings to the table.”