LiteningFast Estimating For Construction

Polishing Communication Skills Reinforces Expectations

Check Out Nick's New Book On Amazon

You may be the best darn man for the job, but the slightest miscommunication can result in an unhappy client. This can be combated my taking a quick look at how you are communicating with your customers.

You are the expert in your field, and the homeowner owns the home. Therefore, what you are doing is very important to them, but they may not understand much about what you do when it comes to technical terms. This is why you must speak to them like a homeowner, not in contractor talk. If someone does not understand what you mean by something, they may not ask for clarification because they may be embarrassed that they do not understand a term.

Then, when things are said and done, you may not have met their expectations.

Verbal communication is the method humans use the most- but there is a reason we put things in writing! When verbally communicating, things can be often misunderstood, people on different pages. This is not the fault of either party, just a difference in knowledge that may put a block or filter in between signals. A block, meaning they hear what they want to hear, and a filter, meaning they only hear part of the message.

A way to combat this miscommunication is to summarize your ideas. After you have a lengthy conversation about something, summarize your idea.

“So, Bill, if I understand your needs correctly then…” This gives him or her time to correct you. Sometimes hearing the cliff notes of the process will open their eyes to something they miss in the full presentation. So summarize!

Another important thing to do is ask questions. As a contractor, you are going to do a lot of answering. But, you should be asking as well. Don’t just ask for measurements and the like. Ask questions about what the new room is going to be used for, why they want to paint the house, etc. This will bring out some of the motivations behind the projects, which will
allow you to personally get to know the clients better. If the new room is for a client’s mother-in-law who is getting sick, now you have something to ask about in the future.

This is key for relationship building. But more importantly, you cannot help someone with their needs until you know what they are. So ask. Ask often. If something they bring up is a gray area, or an idea is wishy-washy- ask until it is in black and white. Leave no gray area. Your clients would not want a gray area either.

Written communication is important as well. Of course estimates and orders are written, but perhaps keep written notes of meetings with your clients. This way, milestones can be discussed and recorded. Things may change through a project, so that should be documented.

These writings can be copied and shared with clients as addendums to original agreements.

Construction Estimating Software

[close]

Are Your Sick and Tired of Losing Money on Every Estimate?

Discover how you can:

Error Proof Your Estimates
Start Making Money on Every Job
Feel Confident That You're "Bidding Right"
Keep From Making the Same Errors Over and Over Again

Start making a difference in your business Right Now!