Is it possible to create your good or bad luck?

Answer: Yes, luck is when preparation meets with an opportunity. Luck is a three- part progression of thought, mood, and action. You first have to THINK (visualize) about being successful, then get in the proper MOOD (optimism) and take ACTION (determination). Conversely, an act of road rage is making bad luck. Roadragers are first offended when they THINK they are intentionally cut off in traffic resulting in an angry MOOD and then taking unsafe ACTION that invite an unlucky situation.

Point: IT is your good or bad luck… you make the call.


What happens to the positive emotions when a relationship is destroyed?

Answer: They go flying out the window and the negative response is swift and devastating. Those who feel betrayed have a strong desire to get even and to hurt you in the same degree or more that you hurt them. The previous positive emotions in the relationship are instantly replaced with equally strong negative emotions. The emotion of comfort is replaced with disgust, optimism to anger, happiness to bitterness, and relief to contempt.

Summary: No matter where you live, it’s still a small town where your customers like to talk about you. They also have big concerns, self worth, and great memories about being betrayed.

If my customer does not complain can you assume everything is ok?

Answer: Absolutely not! No smoke does not mean no fire. Some customers are uncomfortable with confrontations and will resist complaining. Instead they will somehow forget to invite you for the next project. Other customers are on slow burn and ready to fire you. They are just waiting for your next mistake and leading to the last straw.

Lesson: Customers are like teeth. If you ignore them they will go away.

How can you win contraction contracts without having to be the low bidder?

Answer: There are two types of buyers of construction services. One will base purchases on logic (low price) and the other on emotion (gut feel). You have to separate yourself from the buyers who make decisions based on logic and instead develop relationships with those who make decisions based on emotion. Emotional buyers consider the low price but then override that logic and award to higher bidders because their emotions gave them a “hunch” or a “gut feel” they would be better served by spending a bit more money.

Point: Developing and maintaining emotional relationships takes time and requires the blending of personalities and values…so what are you waiting for?

What are the positive emotions involved in customer relations?


  • Comfort in you and your company
  • Expectancy to fulfill all that’s required and more
  • Optimism that they will look good at end of project
  • Desire to get the project done as easy as possible
  • Pleasure in peace of mind when things are going well
  • Amazement for you going the extra mile
  • Pride that they chose you for the project
  • Happiness about your personal relationship
  • Relief that the job was successful
  • Passion to give you the next contract

Summary: Emotions are very powerful, never fail to appreciate them.

What type of customer should I eliminate or avoid?

Answer:  The type who exhaust your financial resources and your employee’s efforts with little or no return. These are ones who invite an excess number of bidders and use the lowest prices regardless of other important factors, as the sole basis for award. They fail to warn about difficult site conditions, yet impose excessive liability risk including liquidated damages and other onerous contract enforcement language. They have a history of late payments and extensive punch lists in order to postpone payment of retention. These customers are ready for a fight and are prepared to win. Ask the question to yourself: “Why were we invited to bid and what are the chances of getting the contract and making a fair profit?”

Point:  Once you spot them don’t be fooled because the stripes on zebras do not change.

How Do I Start to Develop Great Relationships With My Customers?

Guest Blogger- Carly Ties, Publicist for Joe Egan

Answer: Start with the initial step of friendship, not business. Then develop that friendship into a mutually trusting relationship. This requires face to face meetings, listening skills, empathy and rapport. It also requires the discipline and patience of having to do for them before they are willing to do for you.