3 Essential Tips a Construction Company Should Have for Effective Client Communication

 

In order to be a good construction company in Auckland, there should be effective communication between the clients and the company.

While communication is important in any industry, the critical role it plays in construction cannot be understated. Poor communication on a building project can equate to losses of thousands - or millions - of dollars. Bad communication on site can lead to safety hazards, causing injury or even death.

Even the best construction managers have found themselves battling ‘the divide’ - that gap in understanding between you and your client. Do they fully understand the costs, timelines and technicalities of their project? Does your client know why delays occur, or accept the potential risks involved? Are they feeling comfortable and confident from the first meeting through to project completion? Do they understand that you don’t personally control the weather?

If you answered no to any of these questions, chances are you need to work on your client communication. Here are 3 tips to ensure happier clients and repeat business.

 

1. Establish credibility immediately

Your first meeting with a client should build a foundation of trust. They want to feel assured that you’re the right person for the job. This is not the time to be humble - make sure you tell them about similar projects you’ve worked on. Show them your digital portfolio and explain to them how those previous successes relate to what you’re about to build.

The importance of these early impressions can’t be stressed enough. The confidence you instil in your client now will set the tone for the whole project. If they’re convinced of your expertise they’re more likely to deal with future problems or delays in good faith. Likewise, if you come across as insecure or inexperienced, you’ll end up with a jittery, nervous client looking over your shoulder for the next 3 months.

 

2. Practice active listening

Are you a good listener? The simple truth is that most people aren’t. In some ways technology has made this worse by simplifying our communication habits - how often do you send texts, emails, and emojis instead of a spoken conversation?

Having recognised this problem, many professional organisations now offer training in ‘active listening’. Active listening is when you truly focus on the speaker and process their meaning, instead of letting your mind wander somewhere else.

Active listening is essential for good client management. Often just by listening to your clients you can solve problems, increase accuracy and prevent conflict.

Here are some active listening tips:

• Speed. Some people take longer than others to process information. If they're a slow speaker, try to talk at the same speed.

• Mirroring. Subtly match their gestures and expressions. Not in a creepy mime way, but just enough to show empathy and understanding.
• Questioning. Ask relevant questions to clarify statements and show attentiveness. Always wait for a natural pause, don’t interrupt.
• Make eye contact. This encourages your speaker by showing you’re attentive. Don’t overdo it though, aggressive staring is intimidating! Gauge the right amount.
• Reflection. Paraphrase what they’ve said and repeat it back to them. This shows your understanding or gives them a chance to correct you.

This last point is the most important. Repeating information back to the client ensures you’re both on the same page. It might feel weird at first, but you’ll avoid many misunderstandings just by following this simple step.

 

3. Use visual technology

Your client is spending good money to make their dream a reality - they want to know exactly what they’re getting. Technology has caught up with this demand, and no longer will some hand-drawn sketches or a few photos cut it. Today clients expect to see immersive 3D representations of buildings that don’t exist. They want beautifully rendered CGI graphics, complete with fake trees and smiling imaginary people. It’s your job to give them this virtual experience.

 

Don’t be frightened - even the smallest construction firms can be competitive in this area. The evolution of technology has been rapid, and there are more affordable tools on the market than ever before. By harnessing visual technology, you can revolutionise the way you communicate with clients. You can understand your client’s vision (and they can understand yours) in a way not possible before.