It’s no secret that the construction industry has had its fair share of poor media representation over these past few years. The lingering impacts of the COVID-19 pandemic on global trade routes has made it substantially more difficult for construction companies to adhere to their project timelines and even their project budgets, in some cases.
Even if you have taken on construction projects with intentions of producing exceptional work that both you and your client can take pride in, the completion of that project in a timely and cost-effective manner just isn’t entirely within your control. This doesn’t mean that your company reputation should be tarnished with every new project you take on.
So how can your construction firm rebuild trust with its client base? There are a few solutions to this industry-wide problem, some of which we’ll be exploring today.
Maintain transparent operational processes
One of the foremost methods of building trust with your client base is simply ensuring that your company’s operational processes are as transparent and efficient as possible. There are a few ways that you can optimise your company processes.
For instance, construction managers may opt to enrol in ISO certification courses. These courses are designed to provide professionals with a standardised framework for conducting internal audits. The findings from these audits can then reveal areas for operational improvements that business owners can take action on independently.
ISO certification courses can also aid business managers who may be looking to secure ISO certification for their enterprises further down the line. As these standards have been developed by the International Organization for Standardization, they are globally recognised, and can communicate to prospective customers that your firm is dedicated to maintaining only the most clear-cut processes and procedures.
Set realistic goals and expectations
More often than not, companies who do secure ISO certification end up experiencing naturally tighter project development processes anyway. Even with minimal dedicated process optimisation strategising. This is because ISO certifications like ISO 9001:2015 Quality Management Systems already factor in business planning and operational improvements. So in order to adhere to ISO standards, business managers have to improve their processes anyway.
This makes securing ISO certification a pretty ideal pathway for construction companies today, as the process of adhering to standards will organically remove some of the most common concerns across the current industry landscape. And what is one of these major concerns? The tendency for construction companies to overextend their services or over-promise due to the fact that they’re operating off of pre-pandemic estimates.
If your construction firm is consistently setting unrealistic expectations when developing project timelines, then your best foot forward is to rectify this issue at the source. In other words, if your project timeline will likely be subject to change due to labour or materials shortages, develop disclaimers that communicate this to your client base. Similarly, you can get ahead of these issues by having frank discussions with your clients that address any concerns they may have surrounding extended project timelines.
You may even opt to speak with your clients about claiming construction liens, just so they’re aware that there are legal protections available to them in the event that they’re not satisfied with your quality of work. Just be sure to mention that an extended timeline in complicated market conditions is less likely to require a construction lien than a project that has been irresponsibly ‘fast tracked’.
Be proactive and respectful with client communications
It can be common for property owners to feel a touch intimidated or steamrolled in communications with contractors and construction agencies. This is largely due to the knowledge gap between contractors and their clients. Property owners know that logically they do have to defer to you as the experts on this project. But deferring is always easier said than done, as construction projects are always a high-cost and thus, a high-stakes investment.
This is why contractors and construction managers should be mindful of client perspectives and sentiments when engaging in client comms. If your client is expressing concern about the length of time that any portion of your project is taking up, try to understand those concerns from their perspective as an invested property owner.
Construction managers are also advised to keep an open mind during client communications, be it in-person or via phone calls. Listen to your clients and absorb their own ideas so that you can engage in a two-way dialogue. Take the time to break down their suggestions in order to adequately communicate whether or not they’re feasible, based on your own industry knowledge and professional experiences.
Engaging respectfully with your clients will not only help cultivate trust from the ground-up, but can also help foster feelings that you’re on the same team and share the same goals and objectives. And isn’t that the truth?
Collect strong client testimonials
Finally, we can’t explore the concept of building trust with your client base without touching upon the power of social media for ensuring that your company and its body of work can be discovered by prospective clients. Construction and architecture firms produce such visually compelling designs, which makes Instagram a natural go-to platform for many operating within these industries as well as across the wider design sector.
Don’t be afraid to get your work out there. Showcase what you’re capable of producing, and outline the standards you adhere to and the principles you operate with. And most importantly, facilitate conversations surrounding your work and your values. In doing so, you may very well be able to attract new projects that align with your own professional or even organisational aspirations.
And collect client testimonials! We cannot stress the importance of this enough. In the digital age, consumers will not hesitate to conduct extensive research into any company before deciding to do business with them. If they can type your company name into Google and be met with glowing reviews and stunningly presented galleries documenting past case studies, then you will be able to secure more business, even with the current industry climate.
All in all, open communication and transparent processes have never been more vital to the health and longevity of your construction agency. So invest in all the measures we’ve outlined here today. Revisit your company processes, communication styles, and perhaps even the way you recruit and train up new staff. In doing so, you may find that your company’s reputation builds up just as seamlessly as your next development project!
