Speaking of Client Concerns: It's About the Little Things

Yesterday, I discussed how Comcast reassured customers about service compliants by addressing them directly in their commercials. Mel Lester, in his E-quip Blog, tells the story of how his service firm lost a top client, even though they'd just saved the client $20 million. Read his blog post here.

How so? It wasn't due to technical mistakes or cost overruns. They were fired because of the way they dealt with the client: unreturned phone calls, negative comments about the project location, and perceived apathy from the project manager.

Mel gives some tips on how to deal with the "little things" that can be a big deal to the client:

1) Make a list of all of your direct and indirect contact with your clients.

2) Determine how well these encounters go over, and determine where employees need to improve.

3) Get feedback from the client, beginning with the first encounter.

4) Include the client experience at all of your in-house project meetings.

5) Be on the lookout for signals from the client.

Thank You & Happy Holidays

In this season of celebration, I just wanted to express my appreciation for your support of Building Industry Resources. This year has brought new relationships and opportunities to connect and share information with thousands of professionals in a variety of ways. Whether you read our newsletters or blog, attended one of our workshops, downloaded our resource materials, emailed, connected on social networking sites, called, or contracted our services, communicating and working with you is truly a blessing.

Thank you! You are the reason Building Industry Resources exists – to encourage and assist you in achieving your business and career goals, empowering you to be the best.

Although this past year brought challenges to many, I am excited to think of the possibilities of 2010. The New Year promises new beginnings, innovation, and creative collaboration. Let’s look forward to an increase in projects, new partnerships, and business-building opportunities.

Wishing you peace, joy, great memories, and dreams fulfilled this holiday season and throughout the New Year!

Karen A. Davis
Building Industry Resources

5 Keys to Selling Your Services

Here’s some insight to an online building industry video I viewed recently. Builder magazine editorial director, Boyce Thompson, interviewed William Kraeger, principal at Mithun, on how the architecture firm sells its clients on sustainable design. This interview was only two minutes and 40 seconds, but it spoke volumes about marketing professional services, whether green building or some other market niche. Here are five key points from the brief segment:

1. Study the trends. Mithun foresaw that the housing industry and the country were moving toward urbanity, innovation and sustainability. In business, it’s vital that you monitor the pulse of your industry, understanding what’s valuable to the majority of your clients, and paying attention to the work of your colleagues and competition.

2. Find a niche you can believe in. Mithun decided to focus only on sustainable, contemporary work. It was a market they studied, one in which they excelled, and something in which they wanted all of their employees to take part.

3. Stick to your guns. Even though some of Mithun’s clients were not yet ready to hop on the green building bandwagon, the design firm did not compromise their mission. Leaving the lines of communication open, clients were informed that they could call the firm when they were ready to move forward with sustainable ideas.

4. Get clients to market for you. After moving into a newly constructed Seattle residential project designed by Mithun, owners were so pleased with their new homes that they began blogging about living there and inviting their friends to move, too. Satisfied customers pass on good news.

5. Never stop learning. Kraeger says that this is an “exciting, intimidating, ‘goose-bumpy’ time.” It’s important to stay current on emerging technology and marketing trends in order to keep in contact with current and potential clients. Communication and publicity methods are changing continuously.

See the Builder TV interview.

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