Is your portfolio filled with impressive high-profile projects? That’s good. You know the key players in your market. Now you just need to keep making a good impression on them and others. But how? How do you nurture and maintain a “best of the best” reputation?
AWCI’s Construction Dimensions is now 50 years old. (Read about the magazine’s amazing journey on page 26.) No, I haven’t written for Construction Dimensions for five decades, but I have contributed feature articles, columns and story placements for 30 years. I’ve learned a few things from talking to AWCI’s wall and ceiling member, including how to stay top of mind in the marketplace.
How to Be an Industry Star
Here are five ways to get customers to want to work with you.
- Deliver high-quality work consistently. Work quality is the common thread that leads to lasting success. Specifically, you must deliver flawless results on each project to set your business apart.
Doing a restoration? Take some “before-and-after” pictures as a testament to the transformation. Working on a new build? Always tidy up your work areas and show the superintendent your crews’ attention to detail on walk-throughs. Whether you’re restoring a 200-year-old building or completing a modern condominium project, the client will notice and appreciate the effort you put into making their job look pristine. That creates the foundation for future recommendations. - Build strong relationships with clients and partners. See the value of maintaining good relationships with everyone involved in a project—clients, suppliers and architects. “They will recommend you for the next job,” one AWCI contractor says.
This approach extends to working closely with fellow tradespeople to ensure a smooth, coordinated effort. By keeping the lines of communication open with everyone on the job, you can avoid costly mistakes. - Take responsibility for mistakes. Unexpected problems can arise on any job. What sets a great specialty contractor apart is how they handle those challenges—specifically, whether they offer solutions to problems. One AWCI member told me about a project where the custom davits (roof-mounted devices used for suspending workers off the side of a building) were incorrectly designed by the architect. Instead of letting the exterior finish work stall, my source had the davits
re-engineered and extended to meet the building’s needs. In other words, the AWCI member took the lead in solving the problem instead of pointing fingers. That’s how you build trust with clients and cement your reputation as being dependable. - Invest in long-term relationships. First, invest in strong relationships with your crews. By treating your workers well and offering them stable employment ensures that your team is experienced and committed. This translates to better work quality and consistency; which clients will notice.
Second, nurture your relationships with building owners, architects and other project members. Sure, you work for general contractors, but some AWCI member contractors like to say they also work for owners, architects, property managers and third-party engineers. No wonder business keeps showing up on their doorsteps. - Take pride in your work. A healthy level of pride shows up in how you talk about your accomplishments. Review what you have done from time to time. Tell your team how you feel about their work. There’s power when your words reflect your pride and joy.
Repeat Business and Referrals
In conclusion, you can make a lasting positive impression on clients, but this involves more than just completing jobs. It’s about quality, relationships, solving problems and taking pride in the work. By focusing on these areas, you can build a reputation that not only secures repeat business, but also earns new opportunities through referrals.
