{"id":1969,"date":"2022-06-28T09:14:00","date_gmt":"2022-06-28T09:14:00","guid":{"rendered":"https:\/\/amplispot.amplispotinternational.com\/?p=1969"},"modified":"2025-02-17T09:59:06","modified_gmt":"2025-02-17T09:59:06","slug":"nine-ways-construction-companies-can-better-client-communication","status":"publish","type":"post","link":"https:\/\/amplispot.amplispotinternational.com\/blog\/nine-ways-construction-companies-can-better-client-communication\/","title":{"rendered":"Nine Ways Construction Companies Can Better Client Communication"},"content":{"rendered":"\n

In construction, as in every other sector, effective communication is essential. Communication failures on a project may result in thousands - or millions - of dollars in losses. On-site poor communication might lead to safety issues that result in injury or even death.<\/p>\n\n\n\n

Customers' emotional involvement might make things much more complicated. If you thought the drama of Twin Peaks was over-the-top, wait till you meet a homeowner planning their first renovation. Construction and budget misunderstandings can lead to tears, late payments, lawsuits, and 3 a.m. phone calls from upset relatives.<\/p>\n\n\n\n

Even the most excellent project managers are struck by 'the gap in understanding,' which causes a disconnect between you and your client. Do they fully comprehend their project's expenditures, deadlines, and intricacies? Is it clear to your customer why delays occur or whether there are any hazards? Are they calm and confident from start to end? Do they realize that you don't have control over the weather?<\/p>\n\n\n\n

If you didn't respond affirmatively to any of these inquiries, your client service skills probably need work. Follow these seven steps to guarantee satisfied clients and repeat business.<\/p>\n\n\n\n

1) Establish credibility immediately by earning trust and demonstrating expertise.<\/strong><\/h3>\n\n\n\n
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The first meeting with a client should establish a foundation of trust. They want to be confident that you're the best person for the job. You don't have to be modest; make sure you inform them about any similar assignments you've completed before. Expose your digital portfolio and explain how your previous achievements are relevant to what you'll do next.<\/p>\n\n\n\n

The significance of these early impressions cannot be overstated. Your client's faith in you now will establish the project's tone. If they are confident in your abilities, they're more likely to deal with future issues or delays in good faith. You'll also avoid receiving a jittery, anxious customer who is looking over your shoulder for the next three months if you come across as insecure or inexperienced.<\/p>\n\n\n\n

2) Steer clear of industry jargon and buzzwords.<\/strong><\/h3>\n\n\n\n
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Construction is your passion in life. You speak its language daily. So it's easy for you to use phrases like screeding, balloon framing, and backing rods when talking with a customer.<\/p>\n\n\n\n

There are many words, phrases, and jargon that have the potential to destroy a good customer experience - this is true for any sector, everywhere. You're particularly vulnerable in specialized fields like construction. Thousands of terms may appear reasonably normal to builders, engineers, and contractors but would baffle anyone who isn't in these industries.<\/p>\n\n\n\n

When communicating with a non-industry customer, you should avoid using construction industry jargon for two reasons:<\/p>\n\n\n\n

1) It impairs clarity. <\/strong>Your customer is less likely to grasp the fine points of their project, and they may be too ashamed to request an explanation. This can result in severe difficulties later on when the outcomes do not live up to expectations.<\/p>\n\n\n\n

2) It's bad manners.<\/strong> Even if you don't realize it, using a lot of construction jargon might appear deliberate - as though you're attempting to seem more intelligent than your client. As a result, you'll probably get labeled with arrogance or thoughtlessness.<\/p>\n\n\n\n

The more years you've worked in construction, the more difficult it is to identify your usage of jargon. <\/p>\n\n\n\n

Take an unbiased buddy (one that isn't a builder) for coffee and go through your most recent building project in depth. Get them to identify every term or phrase they don't understand. You may be shocked at how long the list is.<\/p>\n\n\n\n

3) Choose a single point of contact.<\/strong><\/h3>\n\n\n\n

When things go wrong, one of the most unpleasant aspects for a customer is figuring out who to contact. - I'm worried about the floorboards leaking; should I call Jack the carpenter, John the general contractor, Mandy the plumber, or that guy with the clipboard with a mustache?<\/p>\n\n\n\n

There are too many stakeholders in any project, even modest ones: site supervisors, contractors, subcontractors, suppliers, and electricians on large projects. Things get more complicated when architects and consultants join the party. Who is in command?<\/p>\n\n\n\n

Your contract may state that the internal chain of command is outlined there, which is essential for all teams to operate smoothly. What's often neglected is that your customer may not be familiar with this hierarchy, especially if they haven't read the fine print.<\/p>\n\n\n\n

The person you choose should have the power to communicate with the team and make executive decisions. This individual should have some authority and be ready to share information with the group and make administrative judgments. Create a method for your client to contact you. Make it clear if there is genuinely a need for a specialist contact - don't expect your client to<\/p>\n\n\n\n

'This is more than simply about convenience. Customers are more inclined to feel that everything is going well if they only have one point of contact (even when there's internal turmoil!). It makes it simpler for you to keep uniformity in your communication, and there's less chance of misunderstanding.<\/p>\n\n\n\n

4) Practice active listening<\/strong><\/h3>\n\n\n\n

Are you a decent listener? The fact is that the majority of us aren't. Research has revealed that we only remember 25 and 50 percent of what we hear.<\/a> Texting, emails, and emojis instead of having a verbal exchange makes it worse in some ways because technology has reduced our communication techniques - how often do you text<\/p>\n\n\n\n

Many professional organizations now provide training in 'active listening,' which is a method of hearing that focuses on the speaker rather than allowing your thoughts to wander.<\/p>\n\n\n\n

Good client management is impossible without excellent active listening. You can often solve issues, enhance accuracy, and prevent conflict simply by paying attention to your customers. Unfortunately, many marriages are destroyed because of poor listening, so I'll go out on a limb and say that lousy customer interaction can also ruin an already stressful business relationship!<\/p>\n\n\n\n

Here are some active listening suggestions:<\/p>\n\n\n\n