6 Ways To Build A Positive Client Relationship

Fostering a positive and productive client relationship is important in the construction industry. Many construction companies are successful because of their unique ability to attract new clients and, maybe more importantly, retain the clients they already have. Attraction and retention strategies revolve around connecting with people and invoking a positive emotional response from your client’s decision makers.

A natural progression exists in client development. New clients are attained as a result of expertise, reputation in the marketplace, and ability to complete projects in a cost-effective manner. Existing clients are retained when expectations are exceeded and a positive relationship has formed. These clients then reach the highly sought after “loyal status” only after the relationship is continuously nurtured to the point of unwavering trust.

Construction expertise and ability are just the beginning with clients. Progressing into retained and “loyal status” requires something more—building relationships. Building client relationships is not about an occasional client contact. Developing a positive emotional bond with clients (the foundation of any relationship) is hard work involving persistence and creativity. Here are actionable ways to boost positive emotional responses with clients to help build unwavering trust.

• How do you make the client’s project manager look great in front of their boss?

• How can the CFO rest assured the budget is being met?

• How can you help the CEO ensure the project is seen in a positive light in the community, with the board of directors, and with your client’s customers?

Identify the personal and career risks for each decision maker in your client’s organization. Then, proactively reduce or eliminate these risks as a part of your client development process.

2. Create trust. Building a level of trust is the solid foundation to any client relationship. This doesn’t have to mean 18-hole golf outings or fancy dinners and drinks. Instead, focus on showing the individuals at your client’s organization that you care about each of them, their careers, and their organization. Remember, people do business with people they trust and like. Walk the walk, be trustworthy, be likable, and be yourself. (Oh and don’t forget #1: provide safety. There is no better way to build trust than through safety.)

3. Build interest. There are many people wearing all sorts of different hats at your client’s organization. While their interests may be different, each has a vested interest in their project and these decision makers and influencers are interested in seeing their project come to fruition. Keep all key playmakers engaged and interested along the way with frequent project progress updates including pictures, videos, stories, and fun facts. There is no easier way to engage your client on a regular basis.

4. Maximize touchpoints. Make sure your clients are always “in the know” about their project and eliminate potential points of conflict by communicating with them in an effective and efficient manner. Keep the audience in mind when communicating. Not everyone wants or needs the nitty gritty details. Often, less is more when communicating with high-level decision makers. Save the nitty gritty for your client’s project management team. This constant contact also provides your clients an opportunity to speak up. Especially if you incorporate a means for real-time feedback such as surveys, feedback tools, etc.

5. Minimize stress. Do your part to simplify your client’s life and not add any complications or stress points. Keep a streamlined channel of communication open and be proactive with sharing project updates. It’s also helpful if you can find tools to help save your client time. Be known as the construction company that “just handles it.” Give your clients the feeling of construction cruise control once they select your firm as their builder. There is no better way to minimize stress.

6. Eliminate chaos. Keep your relationship with clients calm and controlled. If your client perceives a sense of “hurriedness” or chaos, it will be cause for stress or negativity in your relationship. Show them that you are in full control of their trusted project. A few ideas to help with this aspect:

• Stay positive with your client by remembering your progress and big picture goals.

• Handle the day-to-day details with the architect, consultants, and subcontractors—only take these items to your client when absolutely necessary. Subcontractor problems are your problem so don’t make them your client’s problems by pointing blame.

• Stay positive by talking with your client about how well your project is going.

Creating a strong and positive relationship with each and every client will position you as a natural leader in the industry. Set yourself apart by understanding how your clients think and by making your day-to-day tasks client focused. Be the company that cares about its clients—be a company they trust.