Building Trust.

Building trust is particularly important in the building game. I'm so sure of this that I'm writing a book titled just that—Building Trust. It's a book for small to medium residential builders who want to work with great clients but struggle with unrealistic expectations and may not realise they are perpetuating the problem.

Hopeful homeowners, dreaming of building or renovating, are lost and scared—they need you to be their guide, to earn their trust, and to build their homes. But of late, many in the industry are reporting greater distrust than ever before. And I reckon one reason for that is that we have become overly transactional and not committed to building that trust.

They say people come into your life for a reason, a season, or a lifetime, and when we are building or designing a home for someone—we are coming into their life for a very important reason. You are effectively entering a relationship that could last a year or more, and it’s your job to help them feel safe and protected in that relationship.

When compared to romantic relationships, in many cases, the pre-project phase has more resemblance to speed dating and a quick lay, rather than a slower, more intimate courtship that enables a deeper connection.

You see, the thing is that homes are actually more about people than they are about materials, regulations or contracts. They’re made for people, designed by people, and built by people. When we shift our focus from transactions to relationships, everything changes. The key is creating opportunities where builders can prove their trust and worthiness (potentially without an invoice attached), making the process less about business and more about connection.

Take Donna, for example. She was renovating a home that meant the world to her. It was her first time managing a project like this, and she felt overwhelmed. She met with three capable builders, but the one who won her trust was the one who listened and showed great patience. He acknowledged her fears, reassured her, and showed her that working with them would be a safe and supportive journey. He didn’t just talk about the project—he built a relationship.

Trust isn’t demanded; it’s earned. And the best builders aren’t just focused on construction—they’re focused on preparing their clients for the journey ahead. The industry doesn’t need a change in how we build—it needs a change in how we guide clients through the process. Let’s stop treating inquiries like quick transactions and start fostering genuine connections.?

That’s how we build trust, and ultimately, build better homes.

PS:?Hey, builders—think about the most rewarding and enjoyable project you've ever worked on. Chances are, it had more to do with the client relationship than the project itself. I'd love to hear about it. If you're open to sharing, book a ‘Cuppa with Katie’ or give me a buzz on 0412 507 760.