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perceptions and general opinions about our field. This reality of broken trust and historic damage means clients are sometimes nervous or jaded when engaging with us.” Having a clear purpose and business values – behaviours that support that purpose – is going to be fundamental to building trust with clients, which leads to better relationships, and fairer profits worthy of your efforts. Prove your worth When a business proves its worth and develops trust with clients, Terlecki argues, customers will also see the value that quality contractors
nuggets to think about and apply. It provided us with an opportunity to sharpen our focus and goals, which has led to us implementing strategies to move us towards a more positive and healthy environment, quality projects and a resilient business.”
bring, and why budgets need to account fairly for the cost of experience and expertise. And business owners can better manage clients’ expectations, which are often out of touch with reality due to variations in estimations, budget settings and service levels, along with what clients see on social media. The lessons from the coaching programme have been valuable, Terlecki says. “Maria Coulter has facilitated the FMB pilot coaching programme superbly with encouragement and real
Coulter says to focus on: ‘Why’ – or your purpose. What’s your cause? What do you believe in? ‘ How’ – or the process. The specific actions to take to realise your why. ‘What’ – or the result . How do you show the proof of your why? “Purpose isn’t about money,” Coulter explains. “It's what makes people want to buy from you. It sparks an emotional connection.” What does your business promise customers? Is it their dream family home? A place of refuge? Return on their most significant financial investment? “Know and be clear about the purpose, vision and mission of your business. And understand that customers are buying more than just your labour,” says Carl Ryszard Terlecki, Managing Director of FMB member Terlecki Ltd in South East England, who also completed the FMB coaching programme. Terlecki says construction can feel a bit like the “Wild West” at times and clients think this way too. “We need to do a better job as industry professionals to elevate the
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Master Builder
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