Sizing up your clients

What processes do you have in place for assessing potential clients before you start work for them?

Staff: 14

Trade As: Casa Construction Limited

Location: Christchurch

Principal: Jeff Root

When we engage with a possible client for the first time, we put in a lot of work at the front end to ensure we’re going to be compatible. Building can be a long process and it’s important that you’re able to work together.

Our philosophy is that we’re responsible for more than just the build, which means looking past the numbers on a page and understanding that what we do will have an effect on our clients’ lives –during the build and beyond.

We try to make every part of the process as seamless and straightforward as possible, by getting an understanding of how they live and what they expect the new house will do for them that their current house will not.

The idea being that, if we nail the brief upfront, we’ll better be able to design and build a home that genuinely meets their expectations. We also use tools like Pinterest to help us understand the desired aesthetics and style the client is aiming for.

We stick to our processes, whether we’re flat-out busy or have patches in our work programme. As a client-centric business, I see the way we deal with our clients as critical to the long-term health of the business.

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Staff: 6

Trade As: RJKBuild Ltd

Location: Auckland

Principal: Rick Krauts

Gut instinct is the first test I would assess potential clients with. By observing and listening to what they say, I’m usually able to get an indication of their attitude towards the project.

If they have previously dealt with an architect, I would discuss with the architect what their experience with the client was. Fortunately, we have been very lucky with our clients to date.

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Staff: 26

Trade As: RNP Homes

Location: Christchurch

Principal: Richard Preston

In the 12 years I’ve spent running my own building company, I haven’t turned any clients away. My general rule is to try to work with everyone.

We work right across the spectrum, from renovations and new builds through to commercial and shop fit-outs. The nature of the job can change the way you relate to a customer, particularly in new builds where it’s likely to be the biggest investment they’ll make in their life.

It’s their pride and joy and, for most people, it’s the first time they’ll have been involved in the building process, so we understand that we have to nurse them through.

My policy is that my phone is on 24/7, so if a client calls, I’ll take that call and, if I’m unable to, I’ll return their call by the end of the day to find out what the issue is. Our business relies heavily on word-of-mouth, so it’s really important we look after our customers.

Communication is key, particularly at the start of the build. We work hard to make sure everything is specified clearly up front in terms of costing, timeframes and what they’re getting for their investment. It keeps everything open and helps avoid issues down the track.

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Email your answer with your full name, contact phone number, company name, number of full-time staff and the city or town in which you’re based to editor@pmundersconstruction.co.nz. All responses must be submitted by 25 August 2017. The answers to this question will be published in Under Construction October/November 2017.