Some have said that I pay a little too much attention to the paperwork aspect of business and not enough to things like communication. Although I don’t think “communication skills†is an acceptable excuse to avoid doing paperwork, client relations is not exactly my strong point. So, perhaps there is something valuable I can learn in this regard. <!—-><!—-><!—->
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With the exclusion of all paperwork (letters, forms, contracts, etc.), what are some examples of how either good communication or good public relations have overcome obstacles to success in your business?<!—-> <!—->
–T
Replies
Good communication is critical for your business.
If you the business owner are a poor listener there is no way you can understand and be empathetic to your clients or potential clients situation, desires, concerns, fears, anxieties, eccentricities etc.
If you cannot effectively communicate back to your client your businesses approach to addresses those items, the only thing you can develop business on is price (maybe).
If you can make a client feel that you are in touch and understand where they are coming from, price is not a primary consideration for selecting you to do their work.
If you get a job and communicate well throughout, even the toughest challenges can be managed because everyone is on the same page.
Complete the job well, satisfy the client, you have just created another member of your public relations and advertising department and they will refer you to everyone they know who needs work done.
It is important to understand that I am not talking about manipulation of your client or saying what you think they want to hear. I am talking about being sincerely interested in your client being 100% satisfied with what you have done. This can be accomplished by understanding (LISTENING) what they want and then communicating (talking) about how you will accomplish this.
The same holds true for your subs-Ask them how to make a project better for them and in turn they will provide a better product for you.
Lastly, be professional in all your interactions-Do not whine or complain or try to pass blame.
Bruce
Yes, communication is critical, especially to retail clients. You can get away with poor communication skills as a sub, if you know what you are doing, get the job done right the first time and on time. Then the superintendents will love you and put up with your quirkiness. Retail clients only see you once....so you don't get a lot of chances. You'll lose the sale before you get started. If you don't have a great communicator, get one. Bob's next test date: 12/10/07
Thanks Jim.-T
I am talking about being sincerely interested in your client being 100% satisfied with what you have done. This can be accomplished by understanding (LISTENING) what they want and then communicating (talking) about how you will accomplish this.
The same holds true for your subs-Ask them how to make a project better for them and in turn they will provide a better product for you.
Lastly, be professional in all your interactions-Do not whine or complain or try to pass blame.
Thanks for the interesting tips. Does anyone else have more specific examples like this?-T
T, here are a couple examples of communications that worked.
While going over a proposal for a small second story addition, the husband was all gung-ho, but the wife was hesitating. I asked what was her biggest concern? She kind-of hesitated and mentioned all the dust and having their bedrooms torn up for a long time. For the fourth time sinse I had been working with them I explained that part of my cost was to build a temporary stairs up the back of the house, and a temporary wall inside to keep the dust and destruction out of their life until the extrerior was nearly done.
She had NEVER HEARD me explain it the first two times or understood what it was I had written in the proposal!! So part of communicating is being sure the client understands what you are saying! After the explanation, I left with the start check in hand. That is also why I think it is a stupid idea to send bids through the mail. You won't be in front of the client to answer questions they may have, even though in your mind you already covered it.
Second example was using a flow chart to show a nervous client I had thought through all the steps in their project. I didn't really give it much thought after that, but halfway through the project, the client whips it out at the end of the day and asks, "where are we on this chart." I was able to point out what stage we were at, and he got a good visual as to what we had to do yet.
Third example I have used here before. I was brought in late on a kitchen remodel that was rather off track. Designer, cabinet guy, and owner, were.....uhhh......a little optimistic about what needed to be done and how long this would take. Two things about this one. First was not sugar coating how much additional work had to take place, and explaining why stuff needed to be done. Second was while halfway through the project, I had a conference to attend, and I would be gone for a week. I laid out the steps needed to completion, and asked to meet with the owners.
While meeting with them I explained how I go to conferences to update my skills and that I would not be at their project for a week, but how they could see I had thought through the kitchen to completion. They weren't particularly happy, but they understood, as the husband was a doctor and went to a few conferences each year.
All of these help to take care of the client's fears, or avoid problems. And no it was not easy for me to do. On the way to meeting with the doctor and his wife, I really felt like pulling over to puke, I was so nervous. But that meeting and some before it put me in the driver's seat on the project. They commented afterword that they were comfortable with whatever I needed to do because I had kept them in the loop.
I don't think I made the comment you refered to about spending too much time on paperwork, but honestly it had crossed my mind. Pounding nails is the easy part, shuffling papers is not as easy, but getting face to face with clients who are bewildered, confused, angry, or getting bad news is a loooooong way from being easy for me. But the good part is, it is not easy for most, and that is why your competitors won't do it.
Bowz
Thanks Bowz. That's very informative.-T
Okay guys, the following question began a thread on another forum today. I’ve edited it for spelling and grammar. The guy obviously has a serious deficiency in the paperwork aspect of his business; however, it seems to be a little too late for him to fix that for this job. How would you recommend he handle the situation in regards to communications and public relations?<!----><!----><!---->
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I have a customer who is a lawyer and his wife is a stay at home mom. I contracted in May of '07 to build a 2nd story addition on to their existing home. This client was very hard to nail down on many specifics, but we began the project and finished up just about everything by Dec 1st.<!----><!---->
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I was very lax on writing change orders and was trying to be a "nice guy." (Of course, I learned my lesson on that one.) We finally came to the end and the home owner proceeded to tell me what I had done wrong and how they don't like the work–mostly painting and drywall. At this point they are holding money from me.<!----><!---->
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Over the next month they proceed to have 5 tile contractors come in and critique my work in a bathroom. Next thing I know, I get a 5-page punch list of things that "require correction." It was mostly cosmetic, but some of it was mechanical, such as doors sticking. Then there is the tile in the bathroom, of which some contractor told them 80% of it needed to be replaced.<!----><!---->
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I talked to the gentleman, and spelled out my terms, which are: ‘I will come in to finish the remaining items and to finish the work I have contracted for, but no further punch list work will be done until I receive a payment to fulfill the contract.’ I did tell him that I would do the mechanical repairs so that at least everything works, but I won’t do any cosmetic repairs until I get paid.<!----><!---->
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Does anyone have any thoughts on how to deal with this situation? Can I just walk away because they refused to pay, even if he is possibly threatening legal action?<!----><!---->-T
I read that thread also. I believe he is screwed. If he pays his attorney to negotiate he is double screwed.
I think he is beyond Communications and PR. Kind-of shutting the barn door after the cows got out.
I don't know all the details, but it sounds like his best option might be a negotiated beating/loss just for the sake of being able to move on.
Bowz
I'm glad he did that job and not I. Bob's next test date: 12/10/07
Great post Bowz!!!! Brilliant!Posts like that are why I still hang out here. Your idea of a flow chart seems so simple, yet so powerful, when viewed by the person who needs it most. We never know which person that is, till they expose themselves. We learn in sales school that everyone is unique in how they process information and that there are several ways to provide the information. If you present the communication in several different ways, you maximize your chances of getting through to the client. Your example demonstrates this idea.I'm going to start work on my own flow chart but I won't mind if you pass on a model and give me a jumpstart. Bob's next test date: 12/10/07
Sorry Jim,
I don't have a ready example. The one I used was simply boxes connected by lines, that I drew by hand on a piece of letterhead. An example of that is in a lot of books, Gerstel's book, and E-myth revisited come to mind.
That particular client owned a very high end service station, was a fanatic about cleanliness, type "a" personality, and a part-time commercial pilot. In other words a very linear thinking individual. It was my first substantial project on my own, requiring engineering. I was 26 yrs old at the time, and felt I needed to show the owner I had a plan from start to finish.
The woman who had not heard and not understood what I had written was a very creative type, who needed a human voice to explain the situation, while I had her undivided attention. Very different in the way they process information.
As a precaution with your flow chart, I would not put any particular dates on the boxes, as plans will change in the heat of the battle, and the customer may "freak out" if something doesn't happen exactly when you say it will.
Bowz
I like that idea a lot Bowz. I'm also aware of making it too detailed. My first instinct will be to create one using PowerPoint. They have a very easy section on creating organizational displays. Bob's next test date: 12/10/07
I taught school at a vocational school for 4 years. One of the biggest things I learned is that people learn things in different ways. Some by listening, some by reading, some by seeing and others by doing.
Whenever I was starting into a new subject that was completely foreign to my students I would teach it as many ways as possible. First in the class room I would say it, then we would read it, then we would go to the lab and I would show it and finally they would do it. It truly was amazing watching some not really understand something till the third or fourth step but their face would literally light up and you could tell they suddenly understood.
Now of course all subjects can't be handled in all of the above 4 ways but the more methods I could offer a student the better chance that they would "get it". I do the same with clients. In all aspects as much as possible.
When we do a proposal we type it, add pictures, go out and present it and bring demonstration items if possible. Does every client "get it". Nope. But I think we do have more that do and fewer issues because of it. And we get a lot of repeat clients because of it.
The other factor that has been touch on here already is listening. I believe we should talk no more than to keep them talking unless we see the need to sell out strengths. Such as "yes I understand your concern about us being here every day, one of our policies is that you will have the same lead worker on this job daily and it is his job until the end". Beyond that I am there for no other reason than to understand and offer a solution to their problems. DanT
"good communication or good public relations have overcome obstacles to success in your business?"
Good PR -
1) get involved in the community somehow, I volunteer for the annual 'green up day' and pick-up trash along a couple of streets in town. I wear a logo'd business shirt and use my company truck to follow along and pick up the bags. I also serve on the board of directors for the local lake recreation area.
2) Join a local business organization and attend the meetings. I joined the chamber of commerce when I first set up shop after moving here and got alot of business through it.
3) See if there are any state or local programs you can tap into for visibility. Becuase of my job site recycyling initiatives I recently became the first residential contractor in VT to be named an "Environmental Partner" in a new program the state sponsors. The state sent out press releases which several papers picked up and the state also helped me draft marketing material to send out to my customer list - all for FREE.
Good communication -
1) Hand written Thank You notes, holiday cards, occasional newsletters...anything to stay in front of past customers, potential customers and other organizations. I've even sent "Thank You for the opportunity" cards to jobs I didn't get, something to the effect that 'I appreciate the opportunity, sorry it didn't work out, please keep me in mind for future projects..' etc.
2) Return phone calls promptly, be on time for appointments, follow-up promptly...
There's a whole lot you can do that's virtually free, just takes some time and discipline.
-Norm
Edited 2/7/2008 7:35 am ET by VTNorm
Thanks Dan and Norm. Good points.-T