Take the Owner with You!

The Key to Successful Owner Relationships in Construction

In construction, one of the most critical yet often overlooked aspects of success is effective communication with the owner. This simple truth holds the power to transform projects from standard deliveries to truly exceptional collaborations. Too often, teams shy away from presenting challenges to owners, hoping to handle everything behind the scenes. However, what if I told you that the true secret to gaining your owner’s trust and securing your place as their preferred contractor lies in embracing transparency?

This isn’t just about sending a report at the end of the month or responding to issues only when they’re on the brink of disaster. It’s about bringing your owner along with you on the journey keeping them informed, involved, and most importantly, showing them you’re committed to finding solutions together. In today’s blog, I’m diving into why telling the owner early and often is not just a good practice, but a game-changer for your relationships and your project’s success.

The Owner’s Perspective

Let’s face it owners don’t like surprises. In the construction industry, the most frustrating surprise for any owner is finding out at the last minute that there’s a problem that could impact the project’s schedule, budget, or quality. Whether it’s a procurement delay, an unforeseen issue with a subcontractor, or a design change, owners need to know what’s going on before the problem escalates into a full-blown crisis.

From a builder’s perspective, it’s understandable why this happens. We often try to absorb issues ourselves, hoping to keep the project moving forward without burdening the owner. But the truth is, by hiding problems or delaying communication, we’re only making it worse. When issues inevitably surface, it creates a gap in trust, and that can be much harder to repair than if we had addressed the problem head-on.

Instead of protecting your reputation, hiding problems can lead to questions about your professionalism, and it risks your future business. So, what’s the better approach?

Avoiding the Conversation

Too many construction professionals have fallen into the trap of “keeping things under wraps.” Whether it’s to protect the team, absorb costs, or avoid confrontation, many decide it’s better not to mention problems early. They think, “Let’s fix this before the owner knows,” or “We can handle this internally.”

But this strategy often backfires. When you finally reveal a significant issue, it can feel like a betrayal. The owner is left frustrated, feeling as though they’ve been kept in the dark. And while this might seem like a temporary way to manage things, it erodes the trust that’s crucial to any long-term relationship.

Instead of protecting your reputation, hiding problems can lead to questions about your professionalism, and it risks your future business. So, what’s the better approach?

Owners Are Partners, Not Adversaries

I get it. Being transparent about issues isn’t easy, especially when the outcome might affect the project’s cost or timeline. But here’s the reality: the sooner you address issues with your owner, the sooner you can work together to find solutions. I’m not talking about dumping every little problem on their desk, but when the stakes are high, communication is key.

I’ve had the privilege of working with many owners over the years, and one thing stands out: they appreciate honesty. When we’re upfront about the challenges we’re facing and present them with a clear, actionable plan, they are much more likely to support us. They want to know what’s going on—what we’re doing to resolve it, and how it might impact the overall outcome.

There’s no doubt that transparency fosters trust, and trust is the bedrock of any successful partnership. Trust allows owners to feel confident in the team, even when issues arise.

The Importance of Open Communication

Let me take you back to a personal experience on a project site. We were facing a potential delay due to a procurement issue, and the owner wasn’t aware of it. Instead of brushing it aside, I picked up the phone and called them immediately.

I explained the situation in detail: what the issue was, what we were doing to resolve it, and the possible impacts. I also told them that I would keep them updated as we made progress. Their response? They thanked me for the transparency and even offered some suggestions to help us accelerate the solution.

You see, owners can be incredibly understanding if you bring them into the process early on. They don’t want to be surprised with a large bill or a delay that could’ve been avoided with better communication. In this case, the owner was just as committed to the success of the project as I was. They didn’t see the issue as a setback but as an opportunity to work together to find the best solution.

How to Keep Your Owner in the Loop

If you’re not already doing this, here’s how you can make transparency a regular part of your workflow:

• Regular Check-Ins: Schedule frequent updates with the owner to discuss any potential issues. This could be through weekly meetings or bi-weekly calls.
• Don’t Wait Until the Last Minute: Address issues as soon as they arise. Don’t wait until they escalate into something bigger.
• Present Solutions, Not Just Problems: When you bring up an issue, always have a plan in place. This shows your owner that you’re proactive and in control.
• Be Honest About Impacts: If something will affect the timeline or budget, let the owner know early. The earlier they know, the better they can plan.
• Own the Outcome: Whether the news is good or bad, take responsibility and let the owner know you have everything under control.

By implementing these simple yet effective practices, you can foster a relationship with your owner built on trust and transparency, which will ultimately lead to smoother projects and a stronger partnership.

How Elevate Construction Can Help

If your project needs superintendent coaching, project support, or leadership development, Elevate Construction can help your field teams stabilize, schedule, and flow. Our team of experts can guide you through these communication challenges, helping you build stronger relationships with your owners and avoid surprises.

With the right coaching and support, we can ensure that your project runs efficiently and that you remain in sync with your owner throughout the entire process. Don’t wait for problems to pile up let’s tackle them together, from the beginning.

A Lesson for the Long-Term

As we close, remember this key principle: There’s no such thing as an individual problem in construction only team problems. This mindset will change how you approach challenges on your projects. When everyone is aligned and committed to transparent communication, you’ll find that problems become opportunities for growth and collaboration. You won’t just finish your projects you’ll finish them with the full support and trust of your owners, setting the stage for future successes.

As the great Deming once said, “In God we trust; all others bring data.” In construction, data comes from honest communication, and the sooner you embrace it, the stronger your foundation will be.

FAQs:

1. Why is transparency with the owner so important in construction projects?
   Transparency helps build trust and ensures that the owner is aware of any issues as soon as they arise. It allows for proactive problem-solving and reduces the risk of surprises down the line.
2. What should I do if a problem arises on my project?
   Address it immediately. Be transparent with the owner, present the issue, and offer potential solutions. This shows you are in control and committed to resolving the issue effectively.
3. How can I ensure I’m communicating effectively with the owner?
   Set up regular meetings or check-ins, keep the owner informed of any issues, and always present a plan of action. Honesty and transparency are key to maintaining a strong relationship.
4. How can Elevate Construction help improve communication on my project?
   Elevate Construction offers superintendent coaching, project support, and leadership development, helping your team communicate better, solve problems faster, and build stronger relationships with owners.
5. What are the benefits of a strong owner-contractor relationship?
   A strong relationship leads to smoother project execution, better collaboration, and a more positive work environment. It also increases the likelihood of repeat business and referrals, which is critical for long-term success.