What's the Plan?

For your design or building industry company to thrive, you must have an active, on-going marketing and public relations plan: a way to get your business name, value proposition, ideas and projects out in public so potential clients know who you are and are aware of your abilities, and so past and current clients will remember you and your positive working relationship.

If your firm is small or mid-sized, you’ve got to put your marketing and P.R. plan in place just as the larger firms do. You may not have the budget to sustain a full-time marketing department, but you can take the time to develop and solidify a plan using traditional and new media methods. The plan can then be implemented incrementally and modified as needed.

Hear the Interview with Kiana Doggan German

Even if you weren't able to call in to hear the conversation with designer Kiana Doggan German, you can still hear the playback recording. Call 1-218-936-4703 and use the Playback Access Code: 596561

BUILDING RELATIONSHIPS Interviews: Kiana Doggan German

TONIGHT, for the Building Relationships inaugural interview, I will talk with Kiana Doggan German, a design, planning and communications specialist. She'll give us a NeoCon wrap-up, and we'll discuss community environments and blogging. Kiana blogs about interior design at StyleDetroit and her Semiotic Spaces blog presents sustainability, art, design, pop culture, religion and politics from a Detroit perspective.

CALL IN: (218) 936-4700
ACCESS: 875508#

* This call will be recorded so the interview will be available for future listening, Although you won't be able to speak on the call, you must agree to be recorded.

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.

Address Client Concerns

Have you ever taken a day off from work so you could wait all day for a maintenance person to come to your house for a scheduled repair, only to have them stand you up? Do you know what it's like to wait on the phone for what seems to be an eternity to talk with an actual customer service representative when you have a problem?

Comcast, provider of phone, cable and internet services, once had a horrible customer service reputation. Their maintenance people wouldn't show (I know, I've waited). Customers couldn't get a live person on the phone, and their were other complaints.

However, Comcast has started a great advertising and PR campaign to reassure customers and boost their reputation. Their commercials feature employees (or actors posing as employees), addressing typical customer service complaints: you can quickly reach a live person on the phone, repair workers wear shoe covers in your home, you get a credit on your bill if they are late for an appointment. Not only are they reaching Comcast customers, but since there is more competition in the data and communications industry, they could probably win over some customers from their rivals, too.

Survey your clients and prospects to determine if they have any anxiety about the design and building process. Ask them if they've had trouble with service providers in the past. Address your clients concerns and anticipate their fears before they become an issue. Let them know you are listening to them throughout the process.

Always Promote Your Business

I'd been having problems with my water heater, and I finally got tired of lighting the pilot. My neighbor, who had experienced the same problem, recommended a water heater repairman. The repairman got to my house within 30 minutes and had the problem solved within the next 30 minutes.

Of course as I handed him my check , I explained what I do: help contractors build their businesses. I also gave him a business card and an information piece with a few marketing tips. He then informed me that he was part of a larger plumbers association and invited me to take part in their meetings. We then discussed the importance of networking. You know I'll be following up.

The following may be common sense, but they're worth repeating:

- Always be ready to promote your business, whether or not you're in a business setting.

- Always have your business collateral ready, especially when you're in a networking setting.

- Always be able to articulate what you do.

List 5 Reasons to Hire You

How many different architecture firms can you name? How about interior design companies, construction companies, design-build firms, real estate professionals, or building products suppliers? Now, how many of them offer the same services (or products) that you do?

With so many service professionals to choose from, how does a prospect differentiate you from your competition? Give potential clients five reasons to choose you:

1. Identify your niche market - your specialty. You don't have to practice this market exclusively, but you should be able to identify what you're best at.
2. Identify your prospect's needs and fears, and let them know how you will ease their pain.
3. Explain your approach to problem solving.
4. Outline the unique backgrounds and experiences of your employees, focusing on their unique perspective in the building industry, and let prospects know how your employees will be part of the solution.
5. If I gave $5000 to you and three of your competitors, how would your solution to my problem be different?