From Building networks
Many of you in building compliance are fearful of firing or ditching a client who is not taking building safety seriously. You know the one - the one who gets you in at the last minute (month 11) then doesn't use you next year. The one who promises to fix defects and a year later the same deal. The one who threatens to shop around on you if you don't give them a 12A or a BWOF.
You all know the consequences of being strong armed into signing a 12A when you shouldn't BUT are you aware of the consequences year after year of BAD CLIENT BEHAVIOUR.
Thinking about how to fire a client can be unsettling – especially if you’ve always believed that the customer is always right. But who needs the stress, the risk and the gut wrenching fear of dealing with someone who does not take safety seriously.
Here are my top tips on clients:
Prioritise your client list
1. Identify your A and B -list clients
Your A-list clients provide your most productive and profitable work.
You like working with them
2. Identify your Z-list clients
Z-list - you know exactly who I mean - they keep you awake at night knowing what's going on in their buildings - ditch them!
They are the ones who
How to ditch them
1. Check your engagement letter, contract
3. Add a PMO fee to your final bill
A client giving you the run around need a PMO fee attached to their invoice (P#ss me off) fee ;-). Or you could add surcharges for unproductive functions like:
4. Protect your reputation and brand
For what its worth YOU MAY BE OUR A-LIST client! ;-)
Rosemary (Rosie) Killip
Insights from the front line of communications training and conflict resolution- tips for improvement
What a week it has been in the world of communications coaching and training, from private sessions, small business training and a full day public workshop specifically for the building industry, I have only had solid confirmations of what I already knew.
Almost all conflict originally stems from a few things, and there is something we can all do about it before there is 'blood on the floor':
We can all take 100% responsibility for our own communication and when we make positive changes, even one small thing can create a positive ripple effect on those around us, so whilst we can’t change others we can change ourselves.
Let’s unpack a little to get better clarity on what I may mean
1.Misunderstood or misinterpreted communication
This is fuelled by our modern technology driven world, our kids being taught from a young age that communication can be done any other way than in person, faster, easier, less confronting and yes impersonal. Emails, txt messages and instant messages have their place in the world for sure, I use them every day, but they are not meant to handle every type of conversation, there is far too much room for interpretation. Important conversations should always happen in person.
I see business owners, managers, sales people ‘hide’ behind a computer or phone, and when they know they need to pick up a phone and have a chat or set up a meeting in person they send an email or txt, because its ‘easier’ ‘less confrontational’ ‘they don’t have time’ etc etc etc….
We cannot expect an electronic device or typed email to ever replace the basic human need to hear a nice voice on the other end of the phone or even better face to face in a meeting or over a coffee.
2.Difference of opinions or perceptions
I love the saying that ‘perception is reality’ this is true for us all, and if we all approached communication with others with an open mind, consider for a moment that another person may in fact have a different view but valid because its theirs, and not try to be right all the time or win an argument, we can in fact be perfectly happy in the world by agreeing to disagree.
3. Unmet expectations
Someone is late for a deadline, over promised and underdelivered, or didn’t behave in a way we expected – this is all fuel to a fire of conflict if not approached in a healthy way.
My biggest freedom from disappointment when it comes from others behaviour was when I learned to let go of my expectations, stop expecting people to be like me, think like me, communicate like me. We are all different – THANK goodness for that!
4.Hot on the heals is – Assumptions, judgements or pre-conceived ideas
My rule of thumb in most cases of life and work is never assume anything, always ASK! Or find out.
We can default to making assumptions about what people meant by that comment, email or txt, in fact we can make anything MEAN anything we like, we have a choice! Isn’t that freedom?
OR we can find out what they did mean by asking a clarifying question.
Assumptions or pre-judgements about others, what they said and did is not useful for clear and effective communication, it is not useful in creating harmonious working environments, because we as humans are self-focused we often assume wrong, make it about us personally and it was nothing to do with us in the first place! Don’t even get me started on the ‘judgement’ topic!
The great news is we are all created differently, the challenging news is…..we are all created differently!
We all need each other, we could not possibly have a functioning world full of one personality type.
I prefer to see other strengths as complimentary to mine, even the ones that are so opposite and I struggle to relate to or understand, they do things well that I don’t. They are often happy doing things I am not. They often see things I don’t, and like it or not that is necessary in some situations. Our goal in the world should be to better understand others around us not seek to change them.
Tips for improving our own communication:
Let’s change the world we live in, one conversation at a time
If you want more training, support or development in this area for you or your team please let us know, we are running a series of in house versions of a 1 day workshop across NZ in the next few months, and will put up more public training courses as the need arises.
Contact us here
Business development, operations and communications trainer