Construction Companies

5 Indispensable Suggestions for Effective Client Communication

Client communication is a crucial element for any construction project – which can easily go wrong since right communication is very important As we all are aware that communication is vital for all industries, its crucial role in the construction sector cannot be underestimated. Poor and improper communication on a construction project can result in losses worth crores. Poor and lousy communication on the construction site can lead to serious safety exposures, resulting in injury or death.

Building budget misunderstandings can result in delayed payments, lawsuits, and never-ending phone calls from enraged customers.

Even the most efficient construction managers have been found struggling in generating an understanding between the project and the client. The question that needs to be looked upon is whether the construction managers fully understands the costs, timelines along with technicalities of the project so as to download the same to the clients and are the clients aware of the reasons that cause delays and about the potential risks implicated and are the clients comfortable to share their concerns freely. Frankly speaking, the comfort zone needs to be created from the very first meeting of the builder and the client for the smooth functioning of the entire project.

Effective client communication is the key to happy customers. In this blog, we bring five key elements for repetitive business and to make your customers happy:

1. Create Credibility

The very first meeting between the builder and the customer is very important. Make sure that you create a foundation of trust during the very first meeting itself. Assure the customer that you are the right people for the job. It is your duty to inform them about other similar projects that you have previously worked upon and are other projects that you are currently working on so that the customer feels free to choose from the options presented to them. Create a digital portfolio that clearly explains your past success stories and to give them a clear picture regarding what you shall be building and what they can expect.

As the famous saying goes, “First Impression is the last Impression,” make sure to convince your client of your expertise and try building a trustworthy relationship so that the customers can deal with delays and other construction related problems in good faith. In case a picture of inexperience and instability is provided, most likely, you shall end up with jumpy and tensed client looking over your shoulder every hour.

2. Evade Industry Jargon & Catchphrases

Being a part of the construction industry, it is quite obvious for one to use industry related language on a daily basis, however, one should be careful not to use the same with the customers. Terms like balloon framing, screeding, and backing rods have no meaning for the customer, hence it is advisable to use simple language which the common man is able to understand easily. Using industry jargons and catchphrases shall only add up to customer confusion.

Using industry jargons and catchphrases along with technical words can result in ruining positive customer experience and it is applicable not only to the construction industry but to all sectors, but the risk is high in construction industry as there are many terms that the builders, engineers, architects, and contractors use every day among themselves, but using them in front of the customers can confuse them.

Using industry jargon when speaking to a common man can be problematic for the following reasons:

1) It obstructs clarity:

There is a huge possibility that the customer might not clearly understand the project details and might feel uncomfortable to ask for clarification which can lead to serious issues during the construction phase and afterwards as there is a possibility that the customer might misunderstand the project specifications and might expect something more in the finished flat or apartment.

2) Bad Etiquettes:

Using unnecessary construction jargons deliberately can create an impression that you are trying to show that you are more experienced and knowledgeable than your customers which can create a picture of you as egotistic or uncaring.

Though it shall prove very difficult to let go of the words and phrases that are used on a daily basis, however, it shall greatly help in evading its use while you are interacting with customers or potential customers.

3. SPOC (Single Point of Contact)

One of the extremely frustrating issues for a customer is not knowing whom to contact for queries or when things do not go the way they should. Since too many people are involved in a construction project which makes things complicated when the customers are unaware about whom to contact for a specific construction related issue or a general query.

Hence It is a decent procedure to assign a single point of contact for the customers whom the customers can look to for resolving their issues. The SPOC should have some authority, and should be ready to give information to the customers and make managerial decisions. In case the customer needs helps with a specific construction related issue, he should know whom to contact to get it resolved with less scope of misunderstanding. Happy customers – more business.

4. Be an Active Listener

Sharpen your listening skills because most of us are not good listeners and for on an average we all just remember of about 50% of what we are told. In many ways, modern technology has worsened our listening skills as technology has simplified our communication practices as we now rely on text messages and emails and instead of speaking to someone.

Many organizations, including construction companies have realized the importance of active listening and are hosting training sessions and workshops to enhance listening skills of their staff members since active listening is when someone actually focuses on the speaker and interprets its meaning, and acts accordingly. Active listening is a key element of excellent customer management. At times, just listening to a customer problem and can help in looking for the best available solution, increases precision and leads to many happy customers.

5. Defining the Rules of Commitment

Each industry, be it construction or any other, it is crucial to set the standard for efficient and effective communication and conduct. Since the communication expectations for each client is different, it becomes all the more important to define the rules of commitment since it helps in providing progress reports to all customers regarding the project update on regular basis resulting in happy customers and they spend a major part of their lifetime earnings on the house of their dreams. Regular updates help in building trust and customers also feel secure since it gives them a feeling that they are in the right hands. Follow these five steps for effective customer communication and grow your business as happy customers advertise through word of mouth thus leading to business growth and many more happy customers.