Most of the construction contractors I know are wrong. They put their priorities on the project, rather than on their clients.
Why is that? As simple as it seems to say that the customer comes first, in home construction, it is not an easy task. I can definitely empathize with the constructor. The more complicated and personal the service provided, the greater the risk that clients will become confused, emotional and eventually accusatory.
A home builder or a nanny?
A complaint I often hear is that builders want to be builders, not babysitters. Builders want to do what they do best…build! Isn’t that the job after all? And trying your best to build a beautiful house, won’t that satisfy the customer? Whether it makes sense or not, the fact is that it usually doesn’t work.
The reason many builders think this way is that they learn their building trade and rarely learn the “people’s trade”. And when people are treated like they need to be taken care of, they will eventually cry like babies… and hate their “parents.”
Use these three alternative problems and strategies to help you design a better approach to your business and turn “hate relationships” into affairs.
ISSUE: Traditional General Contracting promotes a power imbalance that lacks respect for the client. It is perceived that the contractor is making all the decisions.
STRATEGY: The client becomes the Owner Builder and the Builder becomes the Coach. This serves to level the playing field, put more power in the hands of the client, and have a sense of “balance” in the relationship.
ISSUE: There is often very little effective communication between the builder and the clients.
STRATEGY: Pre-established communication schedules so that customers are “in the know” at all times. Clients are coached through the process, educated about the process, always aware of what is going on.
ISSUE: Most of the time, customers feel like wagging tails. When a customer feels pressured, he will eventually turn you down.
STRATEGY: The “Building Owners” are involved. The Trainer gives them decisions and duties to perform. Customers are motivated to save money and get more of what they want, and they see the value of their involvement. Participation breeds personal responsibility which breeds more respect for the coach.
Know, like and trust
Business flows more easily to those who know, appreciate and trust. By incorporating these strategies, as a builder, you can earn the respect of your clients. You are literally putting the customer first! They will get to know and like you sooner and trust is built quickly.
Home Building Contractors – Why Do My Clients Hate Me?
