It has been said that building isn't about construction, it's about people: knowing what they want and how to give it to them. If that's true, you're not going to be a successful builder if your idea of effective feedback is "You never told me that!"
Take a few minutes to check your personal communication style through this quick, easy and fun assessment. While it won't tell you whether or not you're one step up from a Neanderthal or eligible for a PhD from Dale Carnegie, you might pick up a few pointers on how to communicate better with your clients—or at least how to avoid driving them all to the competition.
1. When I listen to clients, I really focus on:
a) That lousy drive on the twelfth hole last Saturday. (It had to be the wind.)
b) Every tiny detail they tell me.
c) Getting home in time for Monday night football.
d) The fact that what they're not saying could be just as important as what they are saying.
2. When clients come up with dumb ideas, I:
a) Snort and say, "You're kidding, right?"
b) Explain bluntly why it won't work.
c) Raise my eyebrows or roll my eyes. They usually get the message and drop the subject.
d) Discuss other options with them after explaining my concerns about their ideas.
3. If clients have a complaint about something that was done by someone from my company, I tell them:
a) These things happen in such complicated projects.
b) I'll look into it to find out what happened, but I let it drop.
c) I'm really sorry, then offer a discount on the project.
d) I'll find out what happened and why—and I'll make sure nothing like that happens again.
4. When I'm talking to clients, I give them my full attention:
a) Unless I get a call on my cell phone. That's how I run my business, after all—from my cell phone.
b) Or at least appear to. I'm really checking out the place, looking for other work they might need done.
c) Except for maybe jotting down a few notes about the order I have to place for another project later. Multi-tasking is critical when you're as busy as I am.
d) Taking notes and repeating key points.
5. I am aware that my clients come from diverse backgrounds. The effect on my business is:
a) Nil. If they're going to live in America, they should learn to live like Americans.
b) I added a feng-shui consultant to my list of subs.
c) I build more houses with Asian and Hispanic style.
d) I've researched the most important elements of design to different cultures and try to incorporate them in the houses I build.
6. I know that it's important to have a good attitude and be fun to be around, so:
a) I put a positive spin on any problems that come up. If there's a delay in the delivery of the tile for the bathrooms, for example, I'll say, "Well, good! That means you'll have more time to take a second look at those plumbing fixtures you picked."
b) I turn the clients over to the project manager as soon as I can, since he's got a lot less on his mind and is usually in a better mood.
c) I always have a fresh supply of jokes to tell clients.
d) I build good relationships with my clients, but I understand that time is money for both of us.
7. Keeping an open mind is important to effective communication:
a) Hey, they're the boss. As long as it's within code, I'll build whatever they want.
b) So I nod and smile and say, "Sure thing" a lot. But when it comes to actual construction, I'm the one who makes most of the decisions.
c) But after all, I'm the builder here. They hired me for my expertise, so I expect them to listen to me.
d) So if my clients have questions or ideas, I'll discuss or investigate them before deciding if they're feasible.
8. I know that there are a lot of confusing terms and jargon in construction:
a) I suggest that they hire an interpreter for our meetings.
b) So I give them a cheat sheet with a lot of the most common stuff defined.
c) But I don't worry about it too much. That's the language of the business, and it lets the customer know I'm a pro.
d) And I try not to use them when I'm talking to customers (unless I explain them).
9. After all these years, my production process runs pretty smoothly. My customers:
a) Have made it pretty plain that they want to be the bosses. Well, we'll just see how well that works when the electricians and plumbers arrive but there are no materials for them to install because the "bosses" didn't order anything on time. Hey, no skin off my nose!
b) Are part of the process, so they need to step up to the plate, too.
c) Sure have done a lot of homework about everything else related to their project, so I assume they know what decisions need to be made and when they need to make them.
d) Haven't done nearly as many projects as I have, so I need to keep them informed about decision deadlines well in advance.
10. Now that I've made the sale, my job is done. From here on out:
a) I'm changing my cell phone number so the clients can't reach me with any more of their dumb questions—the ones they should have asked before signing the contract.
b) I'll be available for additional meetings if there are problems that the project manager can't resolve, but that is rare.
c) The project manager is in charge of everything.
d) I'll meet with the customers and the project manager at least once to go over the entire project in detail to make sure everyone understands its entire scope.
Score your responses according to the following scale:
a = 1 point
b = 3 points
c = 2 points
d = 4 points
(HAMMER) If your score is 10-17, your communication skills are ... uh, let's just say you're better off letting someone else deal with your clients. Your approach might be a bit heavy-handed for most people.
(PAD & PENCIL) If your score is 18-24, you've got pretty good basic communication skills, but you need to work on seeing projects through your customers' eyes. Remember, this whole process may be routine to you, but it's a new world to them. Try to anticipate where they might need help.
(CELL PHONE) If your score is 25-34, you're actually a darn good communicator. You probably could benefit from paying closer attention to the more subtle aspects of communication: body language, facial expression, tone of voice. It's not always what is said; sometimes it's how it's said that counts.
(LAPTOP) If your score is 35-40, congratulations! You're using about all the communication skills available. You're probably a natural, in fact, so be careful that you don't spend too much time gabbing. Time really is money in this business.
