Building Better Relationships in Construction
This podcast series provides actionable strategies for construction professionals to elevate their business by prioritizing strong relationships. Emphasizing trust, transparency, and genuine connection as the foundation for success, the book introduces the "Relationship Bank Account," a framework for understanding how interactions build or erode goodwill. Based on the book: Building Better Relationships, a Guide to Enhancing the Customer Experience for Home Builders, Remodelers, and Construction Managers by Paul Schwinghammer
Building Better Relationships in Construction
Thanking People for Their Criticism
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Episode 9, Thanking People for Their Criticism, centers on handling criticism to strengthen relationships in construction, based on Paul Schwinghammer’s book. Instinctive defensiveness erodes trust; the counterintuitive move is to sincerely thank the person who raised the issue. Genuine gratitude signals respect, confidence, and collaboration, turning tense moments into “relationship bank account” deposits. Practical guidance: deliver a heartfelt thank-you; acknowledge the emotion behind the concern (“I understand why that’s frustrating”); ask clarifying questions to practice active listening; and, most importantly, follow through with visible action. Framing feedback as shared problem-solving disarms conflict, encourages early honesty from clients and trades, and builds a healthier jobsite culture. Consistent, sincere responses during inevitable mistakes, delays, or quality concerns convert negatives into trust-building opportunities and reinforce a reputation for humility and continuous improvement.