When was the last time you or someone on your team contacted a customer without an ask?
I recently read an article about relationships in the construction business, and this quote really stuck with me: Trust is the tiebreaker. The gist is that what we do can feel transactional, but those who genuinely care about the folks they are working with establish the kind of rapport that, all other factors being equal, is more likely to land work.
The key is that the interest has to be authentic. Anything else feels forced and might seem disingenuous, getting the opposite of the desired effect. Here are a few of the many ways I have maintained contact with customer relationships over the years:
- If you see an article mentioning them or their company, send an email or physical note of congratulations.
- Do they have a favorite non-profit or cause? Make a donation, attend an event, or better yet, volunteer.
- Remember names. Check in on spouses, and send notes when they have new children or grandchildren to celebrate.
- Send a small gift. In my travels, if I see a book that I know a customer will love, I pick up a copy and mail it with a short note.
These small acts of kindness can help you will be the kind of relationships that last far beyond a project.
