When a potential client comes to you with a challenging or unusual request, is your knee jerk response a polite version of “heck no?” Though it can indeed be a wise move to turn down jobs that seem complex, unrealistic or out of your comfort zone, saying no too often is obviously going to stymy the growth of your construction business. Read on for encouragement to get to a strategic yes more often, and become the “go to contractor” as you do.
Stand Out: Solve The Problems
At T&N Asphalt Services, Nick Howell reminds us that clients with challenges are offering you and your business a chance to stand out, and positioning you to win more business:
Clients want partners who care about their problems and who bring ideas to the table. Those who do often get the job—and often at a premium…..In our industry, being responsive and solution-focused is a secret weapon because many contractors don’t take the time to truly engage with a client’s needs. Maybe they show up late to meet the client. Maybe they offer only generic and easy “fixes” for a job. Maybe they pass on a job altogether, dismissing the client’s problem as too difficult or not profitable enough….That’s where you can shine. By showing up promptly, listening carefully, and crafting tailored solutions, you set yourself apart. This approach doesn’t just win you work — it also can command higher rates because many clients value expertise and reliability over the lowest bid. You become their problem solver, their go-to contractor where problem solving takes precedence over low bid.
Of course being a problem solver requires taking the time to really understand potential clients, and seek strategic approaches to addressing the complications they present. As Howell reminds us, many clients have budget and timing constraints, so offering phased in solutions can be game changing: “These solutions not only provide the client with options, but they also show you’re invested in their success and that you’ve thought the job through from their standpoint, which builds trust and sets you up for repeat business.” Toward getting insights about what clients most need and want, Howell recommends asking questions like these during site visits:
- What’s the client’s long-term vision for the property?
- Are there operational constraints, like heavy traffic or limited access?
- What are delivery and trash hauling schedules?
- What concerns are tenants or residents likely to have?
Best Practice: Communicate Regularly
Ongoing communication with clients is essential in construction, whether the news is good or bad. This is doubly true when taking on a project that has the potential to be tricky. Updates don’t have to be lengthy or complex to be effective. By consistently letting customers know what’s happening, and what’s next, you’ll give them plenty to be pleased about. You’ll also have a built-in way to communicate less good news when trouble crops up. Shawn Van Dyke of Construction Business underscores that proactive communication is always best, and reminds us: “There’s no easy way to deliver bad news, but doing it sooner will save you a lot of stress, and get it off your back so you can start working on the solution sooner…..If you wait until the last minute, you’ll be dealing with two problems – THE problem itself and a frustrated customer.”
By sharing regular progress and status updates, you will establish a track record of professionalism with clients. When you do encounter problems on the job, the trust built through consistent communication makes it a lot easier to share challenges and work into solutions, as Van Dyke observes, “Your customers, as much as they might not like to hear it, will appreciate the honesty and timeliness of your communication.”
Ready to Get Growing?
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