How Contractors Can Build and Better Their Client Relationships
Though going above and beyond with the project at hand is usually the No. 1 priority for contractors, creating and cultivating client relationships follows closely behind in position No. 2. Any business owner and manager knows that building and maintaining great relationships with clients — otherwise known as relationship marketing — is key to a company’s success. Many companies, however, do not employ a dedicated customer relationship manager (CRM). But that doesn’t mean relationship marketing should be pushed to the wayside. We’ve gathered four tips on how you can help cultivate positive relationships with clients right now:
Connecting the Dots
One CEO says her best tip is to be a connector. In other words, when meeting a potential new client, or even a current client, ask yourself what you can do for them. Aside from the job or project at hand, perhaps you’ve gleaned from the conversation that he or she could use a referral to a good painter, or even something as minor as a good place for lunch. Giving clients or potential clients access to your network can help them gain confidence in your advice. Always having an “I can help” attitude, even if it doesn’t directly benefit you, will leave a positive effect on people...and could result in more business or a referral one day.
Get Clear
Experts also agree that clear communication goes a long way in keeping clients happy. They say to be upfront from the very moment you meet with clients or potential clients so you can bid in a fair and accurate way. Also, be sure you are completely clear on client expectations and that they are clear on what you can deliver to ensure a united vision. Additionally, using layman’s terms with clients who may not have excessive construction experience can help them understand better and not feel awkward by asking for clarification.
Further, deciding from the start who the point of contact will be on both ends, as well as determining the preferred mode of communication — whether text, email or phone calls — can help avoid ambiguity.
Number One
Another best practice is to treat every client like your most important client. Since satisfied clients are more likely to refer you, it is wise to provide each and every client with your very best service, no matter if they are bringing you the largest payment or the smallest. Just like in life, you never know who people know, and who they may (or may not) refer you to. Not to mention, today’s startup could be tomorrow’s Fortune 500 Company. So provide service accordingly.
Tokens of Appreciation
While offering clients your own company swag — pens, T-shirts, etc. — is a nice way to share your appreciation and get your name out there, it is wise to consider doing more. Sometimes, even the smallest form of a “thank you” is deeply appreciated by clients. Don’t underestimate the power of something as small as a hand-written thank-you card. However, if you’d like to go above and beyond, an unexpected gift delivery at the end of the project or on a holiday can send a bigger message of thanks.
An unexpected delivery can brighten anyone’s day. Perhaps you know that your client is a wine enthusiast or enjoys a good microbrew. As such, a gift delivery with these items offers a personal touch. If you’re unsure of what to send, custom gift baskets full of luxury spa items, gourmet chocolates or sweet treats and cookies are always a safe bet. Beautifully designed and wrapped, FTD gift baskets offer a touch of class and will be something your client is sure to remember and appreciate.
Guest Blogger: Sheryl Coonan is a lifestyle, fashion and business writer from metro Detroit.
Yes, becoming a real Design/Builder will be an evolution of change, if you are willing and able to commit to making the changes. The changes will not be easy and will require getting out of your current comfort zone to gain new experiences and results.
Trust is earned. If you do Design/Build well with some clients they will come to trust you and will then let those they refer you to know you and your process can be trusted.
As a contractor, you know that building a custom home or doing a major remodel is not a one-person job. You need to work with an architect, an interior designer, one or more sub-contractors and any number of laborers—and, of course, the homeowner. Getting everyone on the same page can be the difference between an amazing house and a patchwork disaster.
In a 
Most contractors do not have a licensed person on their team who can handle all the components of a construction job. For roofing, foundations, plumbing and electrical, they will usually subcontract to a licensed professional and or expert. In many cases, the interior designer may be a subcontractor of the lead contractor, making him the designer’s de facto boss. Whichever way you structure the construction process, you have some 
Timeframe. It's difficult to nail this down but if you're considering a project similar to ones you've tackled in the past, provide a sample schedule. Note items that can slow things down or build in time to address them. There's nothing wrong with over-delivering by completing a project ahead of schedule because you foresaw potential problems that did not materialize.
Upon a little reflection I’ve realized there are a lot of ways to organize a contracting business, none of which are the “gold standard” and all of which either purposely or inadvertently express the personality of the owner. At your inner core are you a manager or a craftsman? Are you a little of both? Are you neither? Generally, I’ve noticed successful people have figured out who they are and how they add value to the equation. Then they’ve set up a business system to capitalize on their strengths. 
If you are excited about putting a team of specialized professional craftsmen together to construct a series of varied job types where organization & management are key elements of production & profitability, you’re a good fit for a general contractor operation. A GC set up is generally best for larger jobs like a custom home, a larger addition, or a whole house remodel job. Sometimes smaller jobs that require a higher level of craftsmanship like a special faux finish on walls, or custom built in cabinetry, or precision stone work are best left to the specialist sub contractor. Higher end bath remodels are also a good fit for a GC with a loyal team of trade contractors. You absolutely must develop a team that you work with regularly so you can be assured of consistent quality and integration between trades.
Choosing the right association should involve doing a little fact checking. Does the association promote and foster a learning environment or does it seek to push its own agendas on you? Does it offer you training materials that are relevant to your company? Does it offer you a place to network with your industry peers? What is the overall tone of the association? Above all, does it portray a professional appearance? If their agenda is not in-line with yours you may want to re-think your membership.
Membership in trade associations can not only benefit the employees of your company, but it can also project a positive image of your firm to your customers; if you choose your association wisely. Membership in associations shows a business’ initiative, its engagement in a particular trade and its commitment to staying abreast of current developments in the market. It can also affect you negatively by conducting itself in an unprofessional manner and by throwing business and moral ethics out the window. Look closely at the way their key members hold themselves in a public forum and ask yourself one question- Is that the way you want yourself and your company to be seen?
Shawn McCadden recently started a discussion in a LinkedIn group titled 
I sent messages to all the moderators asking if I had offended anyone or violated any rules so I could make amends and changes in order to get in compliance. Only one person had the courtesy to respond and now all my comments on that group show up immediately. 
One of the keys to having a comfortable network that grows daily is that even though I may not agree with everyone on every subject I seek to understand another person’s point of view and find some common ground upon which we can agree and build a connection from there.
Tim is one of my coaching/mentoring clients. We have been working together to help Tim grow his business and put a plan in place so he can slowly reduce his day to day involvement by empowering current and new employees as his business evolves. Tim shared the email below with me after sending it to his employees. In the email Tim shares a challenge he had with a painting contractor doing work at his own home as a way to help his employees understand how GreatHouse wants to build and protect its brand. With his permission I am sharing it with you.
Building product suppliers who have high debt may not be able to finance the cost of increasing their inventories to keep up with the predicted supply and demand challenges as the economy improves. If this happens at your supplier you may find that many products, even common commodities like framing lumber, will be out of stock. Imagine going to the lumberyard first thing in the morning to get the materials you need to frame a deck or reframe that kitchen, only to find out you can’t get what you need. To keep working that day you might have to pay for longer lengths than you need, or might even have to drive to a different supplier in the hopes that they will have what you need so you can work that day. Remember, if you lose two hours chasing materials, in reality you also lost two hours of productive time on the job. That would mean you lost a total of four hours you could have billed your client for if the materials were already at the jobsite.
Lumber and building materials dealers who cut back on staff may also be challenged to help you sell to your customers. If you had a customer who wanted to see the door, cabinets or windows you recommend, will you be able to send them down to your local supplier to see the products they are looking for? What is the condition of the showroom? Is there going to be anyone there to make and take the time to meet with and help your customer? Will the person working at that dealer have the sales skills, product knowledge and knowledge about you and your business to help you make the sale?
