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
Getting Credit for a Mistake
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Episode 13 of “Building Better Relationships in Construction” explores the concept of “Getting Credit for a Mistake.” Alex and Sabrina explain that this isn’t about celebrating errors, but about earning trust by owning them. Using a carpet transition example, they walk through the four-step approach: respond promptly and appreciatively (“Thanks for bringing this to my attention”), investigate and reference the construction agreement, explain scope boundaries calmly, then offer a clear remedy via a no‑charge change order “for our records.” Tone and brevity matter—short, factual, empathetic responses build credibility, while long defenses sound like excuses. They emphasize documenting even free fixes, using simple scripts, and sometimes absorbing costs strategically to preserve relationships. The hosts note that clients remember how problems were handled more than flawless performance, and that transparent ownership strengthens both client trust and subcontractor partnerships. Practical tips include quickly recording verbal requests, streamlining change orders, training teams in these scripts, and proactively catching unresolved verbal changes before closeout.