BRANZ – talk to your clients more

BRANZ wants builders to reap the benefits of better, more honest communicate with their clients – a position backed up by new studies

Research has shown that better communication improves build outcomes, said BRANZ.

The organisation recently ran two studies – Identifying what information newbuild clients need to support a good-quality build and Builder wellbeing during tension in the builder-client relationship – to see how Kiwi homes could be built better and found that better client-builder communication, and helping a client to develop a better understanding of the build process, are ways to do that.

Improved communication is important for two reasons:

1. It helps develop a positive client experience due to better expectation management.
2. It reduces instances of negative experiences for customers and builders.

Both those outcomes lead to happier customers, happier builders and an improvement in the quality of builds.

Less negative, more positive

“This is particularly significant because negative experiences can seriously affect the health and well-being of clients and builders,” said BRANZ.

“This was most pronounced for builders, more than half of whom experienced moderate to significant symptoms of depression and anxiety as a result.”

Improved communication can help reduce tension points and create a more positive workplace relationship, said the report.

“The main goal of frequent and clear communication should be to build trust and manage client expectations around potential tension points such as budgets, access to site and delivery timeframes.”

BRANZ stated that new build clients want to be kept informed about the building process so they can ask clear, educated questions.

If tradies establish a fruitful relationship with clients, it can reduce the likelihood of a negative experience for both parties.

Smooth over common challenges

Common industry challenges – such as labour shortages and Covid-induced supply shortages – mean it’s more important than ever to establish strong, positive relationships with clients.

But how can builders do this? BRANZ research called on builders to provide structure to the communication process. One way to accomplish this is via a workbook that helps to guide clients through the build process and provides guidance on when and how a builder can be contacted, the frequency and duration of site visits and the process for identifying and reporting defects.

BRANZ also recommended that relationship management communication skills training should be included in apprenticeships and that builders should be taught how to manage a work-life balance to decrease the risk of negative mental health outcomes as a result of the job.