WHY BUILDING CUSTOMER RAPPORT IS IMPORTANT
Construction has always had boom and bust cycles and always will. Most businesses can do well during boom times, but if you want to survive the busts, or if you want to increase your margins in the good times, you need loyal customers with whom you have a great rapport.
Good rapport can overcome some pain points, such as:
When hard times hit, loyal customers are more likely to work with you to overcome problems.
If you do make a mistake, correcting a wrong is easier when you have a good rapport with the customer.
Some examples of growth opportunities good rapport brings:
Word of mouth advertising is the best marketing in the world. When one banker, one property developer, one municipal official or engineer says, “Hey, I really like this company, you should use them,” you can’t buy a better recommendation than that.
Having a sizeable group of satisfied and enthusiastic customers allows you to choose the best jobs. You can afford to turn down jobs where the margins are slim or the customers difficult.
As your rapport with customers grows, so does your reputation. Employees hate to be put in the middle of disagreements between the supervisor and the customer. But if your client comes to the jobsite with praise for you, your people and your operation, that can be a huge boost to employee retention and a pipeline to new customers.
Building rapport is just the beginning. You’ll also want to work on building trust. See our tips.