My dad was contractor who specialized in remodel work.
Taking the existing and making changes to create a feeling of higher value for the homeowner. Making changes to make the ones who live their feel more at home. During my teen years I spent a lot of time working side by side with my father before I ever went into the military.
I learned very valuable lessons that can be applied to any business or industry.
Work smarter not harder was my dad’s constant guidance.
It takes hard to work to start over from scratch where it is smarter to simply find the efficiency gaps and close them. At times that hole is created by the emotional investment that is not present in the work being done.
Working on someone’s house is more than just a job, it’s an investment they are making in the emotional value their home is to them. My dad explained to me repeatedly that if he didn’t allow himself to care about this house the same way the people who lived there did it could lower the quality of his work.
My dad preached quality. A contractor’s reputation and business is built on the quality of the end result.
It doesn’t matter how nice my dad could be, if the end result was low quality the customer does not care how nice you are.
The quality of your results is a direct representation of your passion for the work you do. If you have no emotional investment in the work, you are not invested in the result either.
The quality of your result is a direct result of your prep work.
When assessing a remodeling job that means taking time to get to know the customer and finding out not only what they want done, but also feeling how emotionally invested they are in the project. It means taking the time to check in with the customer as the job goes. It means being open to the customer’s ideas and exploring them with the customer.
That investment of time is investing in the emotional value for the result for the customer and making sure they get the value they seek.
You know your process is efficient in the results of the emotional investment you receive from your customers. Greater emotional investment means they recommend you to others and word of mouth marketing is still the most powerful form of marketing on the planet as it is based in experience.
People want to know that other people see value in the result you are selling. They want to see if you will do whatever it takes to make the customer feel as though their emotional investment is met equally.
In any business it is important to let the customer tell you what they think will make your results better and give them the security to feel as though they can trust you and you have their interest at heart as part of your interest driving your passion in the market place.
Sometimes all it takes to improve the efficiency of your results it to let empathy take over and see it from their side.
It might drive costs up and lower your profits in the short term, however in the long run it can take you higher than you could have dreamed.
Sometimes you have to get out of the numbers and into the human that you and your customers are.