Rick Crandall, Ph.D.

Let’s face it, contractors get taken advantage of by owners and others. They post bonds and still don’t get paid for work until it’s done. But try getting owners to routinely post bonds! Despite all that, customer service is the name of the game for successful repeat jobs, negotiated work, and CM work.

Of course, it’s not called customer service in the construction industry. It’s part of marketing, guarantees, owner relations, or whatever.
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Most companies seem to neglect their marketing. In smaller companies, principles generally like to build, not sell. Here are a few tips on getting more jobs.
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The biggest obstacle to promoting construction services to new customers is often your own resistance to the idea of selling. Yes, S-E-L-L is a four-letter word. But it’s not something you should be ashamed of. Few people want to grow up and be salespeople. The images of the used-car salesman or the retailing unloading inventory on customers are negative ones. Those are cases where salespeople have their best interests at heart, not yours.
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