My wife and I recently moved into our new home, which provided me with a unique perspective on the importance of client communication in construction. With seventeen years at The Douglas Company, I spent fifteen years in construction operations, and I know the amount of time and effort it takes to manage a construction project. Knowing this, I wisely decided to hire a general contractor to build our home rather than taking on the responsibility myself. Friends and colleagues often asked, “But Kevin, why didn’t you build your house yourself?” My response was simple: “Because I already have a full-time day job.” This decision allowed me to experience the project from the owner’s perspective.
As owners, my wife had the vision and I had the construction experience. It was my responsibility to make sure that vision came to be. Drawing on my experience, I knew the significance of clearly communicating our expectations. We navigated through several drawing iterations and attended multiple selection meetings to ensure our desires were accurately reflected in the plans, while also eliminating any elements we did not want. Investing time upfront to ensure the construction documents were precise proved essential. Once we had the permits in hand, our project was underway, and I gained invaluable insights into what it’s like to be an owner. This experience underscored the importance of effective communication, a principle that The Douglas Company prioritizes in our client relationships.
Talk to Your Client
Engaging in open dialogue with your construction client is crucial. Ask questions, listen attentively, and strive to understand their needs and priorities. Remember, it’s not about you; it’s about them. The more you engage, the better you can gauge what’s important to them and what isn’t. This initial engagement serves two purposes. First, it builds trust between you and your client. Second, it provides opportunities to anticipate issues that could impact their vision, allowing you to focus more on those aspects to ensure everything goes smoothly.
When you identify what matters most to your client, you position yourself to present better solutions or alternatives that provide equivalent value. This not only demonstrates that you care but can also lead to word-of-mouth referrals, as satisfied clients often share their positive experiences with friends and family.
Communicate Clearly, Thoroughly, and Often
Establishing scheduled communication with your client fosters accountability. Regular check-ins enable you to discuss both positive and challenging aspects of the project. This approach reinforces your commitment to their vision and highlights their importance to you. Effective communication offers a platform for addressing concerns, adding value, and strengthening your relationship.
Follow Up and Deliver on Promises
In construction, things don’t always go as planned. It’s essential to communicate openly when issues arise. Problems are often easier to resolve when they’re small, so don’t shy away from discussing them. If you’ve maintained consistent communication, these conversations can be much smoother, and sometimes, your client may even have a quick, cost-effective solution to propose.
Anticipate Your Client’s Needs
Part of effective client communication involves anticipating what your client may not know or consider. When you identify these gaps, you can share your insights, demonstrating your expertise and value. This proactive approach eliminates surprises—those unexpected challenges that can derail a project. While some surprises can be pleasant, many can be detrimental, so it’s crucial to minimize the latter.
Use All Available Communication Tools
Different clients have different communication preferences. Some may prefer phone calls, while others might favor emails or text messages. During your initial meetings, ask your clients how they like to receive information. Adapting to their preferred methods enhances the effectiveness of your communication, ensuring that you receive timely responses and fostering a smoother project flow.
Conclusion
Clear, consistent, and effective communication with your construction clients is essential for success. It enables you to bring their vision to life, strengthen relationships, and enhance your professional reputation. Recognize that this commitment requires time—time that is often seen as an investment. Leaders in the construction industry understand that success is not merely measured by the completion of a single project but by the relationships they build, the recommendations they earn, and the expansion of their brand within the industry.
In summary, prioritizing client communication in construction management will yield substantial rewards. By following these best practices, you’ll not only foster trust and collaboration but also pave the way for successful project outcomes that reflect positively on you and your company.
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Kevin Green |
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