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Perfecting Communication with Your Clients

July 6, 2022

Susan and Paul Kadilak, owners of Kadilak Homes in the Boston area, recently shared their tips for bridging the communication gap with clients. Susan got her contractor’s license in her early 20s, and Paul – who is also a firefighter – has been in the industry partnering with Susan for 15 years.

The couple says it pays to have great communication with clients since you are together on the project with them for a substantial amount of time. They set expectations up front and believe in total transparency. If the schedule changes for any reason, they communicate that right away.

Paul has perfected the art of translating some of the more technical building and design lingo to homeowners, so they have a better understanding of everything taking place. Sometimes it’s important for them to also understand why something is taking place.

kadilak homes communicating with clients

Susan said when they first started out, they didn’t like delivering bad news to clients, but as there is always bound to be some, they know it’s easier to rip off the proverbial band aid but also try and minimize any negatives. If a problem arises, the team comes up with a solution, and they want their clients to be comfortable with and trust their suggestions.

Before the project even starts, Paul and Susan dig into how their clients operate in their homes day to day. Susan is highly adept at pulling back the layers of what their clients like but also what they don’t like about their spaces. She likens it to a sort of therapy session where the result is discovering what they want to be able to do in their space that they can’t already.

They tweak the questions they ask for each project, as something new always tends to come up. They shared the most recent example of accommodating a certain cleaning product in the design.

Susan and Paul have an innovative approach to social media, and they use it to build relationships with potential clients. They believe in being 100% authentic in their videos so everyone knows what to expect from the team. This can also deter them from being paired up with a poor client match. They want to have fun building their clients’ dream homes, and they want their clients to enjoy the ride as well.

The duo ended our discussion by sharing their favorite innovations in the kitchen and bath. Hint: Technology definitely plays an important role.

To learn more, watch the full video above or listen to the podcast on SpotifyGoogle PodcastsApple PodcastsPandora and other outlets. Our full library of podcasts can be found here.