Tips for effective communication between builders and clients

An important aspect of any building process is effective communication between builders and their clients. With so many different elements that occur during the building process, it is easy for things to get ‘lost in translation’. Problems that arise from this can be minuscule or disastrous and can usually be completely avoided. So before your next conversation have a think about the following tips for effective communication between builders and clients.   

Effective communication means clear expectations

When it comes to a construction site there are a lot of different faces moving around. The client will interact with a number of different people from your team and others at different times. It is important to establish from the very beginning who the client should contact in certain situations. Do they need to deal directly with a certain builder that is on-site? Or should they be communicating with a site manager? The client needs to be aware of who to deal with and whether they are to communicate with that person exclusively. This can prevent confusion if multiple sources are not in sync when sharing information.

The client and the builder need to decide exactly what they expect from one another throughout the whole build process. This is important to avoid any nasty surprises later down the track. It is also a good idea to keep detailed documentation of any agreements or requirements. This keeps everyone honest and can prevent either party from not holding up their end of an agreement.

Have a plan for difficult conversations

Diving headfirst into a conversation without a plan is a recipe for disaster. It can lead to one-sided conversations and a whole lot of confusion. Having a communication plan in place gives everyone the best chance of being heard. A communication plan should start with knowing when and how the best way to communicate in this situation is. Things like the time of day, method of communication and who needs to be involved in the conversation need to be understood by both parties. Obviously with matters that require some urgency this plan may vary a little. But it is important to establish a clear plan so both parties can put the right amount of effort into the conversation without getting blindsided. 

The other aspect of having a plan is to actually think about what you are going to talk about. Don’t just start a conversation and make it up as you go. This will result in on the spot answers that may not be correct or making promises that cannot be kept. To start planning for a conversation think about what main topics you are going to bring up. Any holes in those topics that will need to be explained and any questions that may arise throughout. It is a good idea to think about what the other person may want to talk about so you have thoughtful answers ready. This element of effective communication is important because it helps to cut the garbage out and keeps the conversation focused and simple. 

Maintain consistency to ensure effective communication

Consistency is important in many facets of life, communication is no exception. If someone is building a house and throughout that process has to speak to 4 different people. They may all communicate differently, all have different information and all speak in different terminology. You can see how confusing this can get. 

Whenever possible the same person should take control of communication with clients. This will allow the clients the chance to get to know that person and build the trust that is required to communicate effectively. 

In any specific industry, building industry especially, it is very important to speak in a language we all understand. This doesn’t mean Spanish, English or Arabic. It means avoiding the use of very technical, industry-specific words. You may have learned what a truss is on your first day of an apprenticeship. But someone building their first house may have no idea what you are talking about. Using common terminology that everyone in the conversation can understand is key to effective communication. Make sure if you have to use industry-specific terminology to take a second to explain what you are actually saying. 

Effective Listening 

Did you know effective communication has a twin and its name is effective listening? Effective listening not only means actually listening and taking in what someone is saying. But also reassuring them that you have heard and understood what they have said. A lot of the time when we listen we hear what the other person is saying up until we have a thought or a question we want to ask pops into our head. After that, we are more focused on our thoughts than the other person. Effective listening requires you to try and keep the focus on the other person. It may be handy to quickly write down any questions you may have so you can keep your mind open and focused. 

The other aspect of effective listening is to actually prove that you have been listening and paying attention. An easy way to do this is to summarize what the other person was saying back to them. This shows them that you have been attentive to what they say and understand the point they are trying to get across. This is also a helpful way to ensure you really take everything on board as you cannot summarize someone’s point of view effectively if you don’t understand it.

With this in mind, it is important to be careful with how you summarize what someone has said in order to not sound condescending. If you do have questions it is best to ask these when the other person has finished what they have to say, this allows them plenty of time to respond to your question without other thoughts fogging their minds.

Building good communication with your clients will only strengthen your reputation and the flow-on effect can help grow your business. Developing effective communication is one way to help secure more work for your business, head to How to win more contracts for more tips.