The Cost of Cutting Corners: A Reflection on Rebuilding Trust in Construction
As architects, project managers, and owners of engineering companies, we are often faced with the challenging scenario of a client opting for a cheaper alternative, only to return to us after realizing the costly mistakes they have made. This situation is all too familiar in the construction industry, where errors can lead to significant financial losses and delays that are sometimes irreparable.
When a client approaches us after such a setback, our first instinct may be to refuse their business, feeling vindicated in our initial recommendations. However, as professionals with a deep commitment to our craft and the communities we serve, we must approach this situation with empathy and a willingness to rebuild trust.
One approach is to assess the extent of the mistakes and determine what can be salvaged. While some errors may be irreversible, there are often opportunities to mitigate the damage and salvage elements of the project. This not only demonstrates our expertise and commitment to quality but also helps to restore the client's confidence in our abilities.
On the other hand, accepting the client back into our fold is not without its risks. We must carefully evaluate whether the client has learned from their mistakes and is willing to trust our expertise moving forward. It is essential to have open and honest discussions about what went wrong and how we can work together to prevent similar issues in the future.
Ultimately, the decision to take back a client who has previously opted for a cheaper alternative is a complex one that requires careful consideration of all factors involved. However, by approaching the situation with empathy, professionalism, and a commitment to quality, we can rebuild trust and ensure that future projects are executed to the highest standards.
We encourage our fellow architects, project managers, and engineering professionals to share their thoughts and experiences on this important topic. How have you handled similar situations in your work? What strategies have you found to be effective in rebuilding trust with clients who have faced setbacks? Together, we can continue to learn and grow as professionals, ensuring that our industry remains a beacon of integrity and excellence.
Nader Osseiran
Owner/General Manager of IBDAA for Engineering Consultancy & Contracting
Construction Quality Enhancer ► Control quality across projects ► With real-time, authentic, on-site inspections ► giving you the ability to analyze your quality data for continuous improvement ► Build Right First Time
1hWell shared Onyango Wicliffe. A good plan provides a baseline for all aspects of project controls to track against.