How do you build a relationship with your customers centered on trust? It starts with meeting commitments and consistently completing projects on time, on budget and in a code-compliant fashion. Why is this relationship important? All our business in the electrical and fire alarm system installation profession relies on successful relationships. The more good relationships we develop, the better our chances are that business will prosper.


As you continue to build these loyal relationships, you will find that customers will listen to your recommendations. They will listen to how you believe a project should develop and the action they should take to keep their electrical and fire alarm systems in a reliable working order.


Because they trust you, customers will come to you first with new projects, knowing you will provide them with the most cost-effective direction. They know you will recommend the latest new technology based on compliance with the most recent changes to the code. In short, they know that you will provide them with the most efficient approach to each new project.


How can you establish these valuable relationships that will position you to do more design/build fire alarm and communications systems projects? First, you should have already developed a complete audit of each fire alarm system in buildings where you provide inspection, testing and maintenance. Ideally, you performed the original installation and already have the correct as-built drawings. Otherwise, performing an audit as a service to the owner will help you better recommend upgrades based on changing customer operations or needs.


Second, as you assist owners when they make tenant fit-outs, or modify building construction in any fashion, you will have the credibility to advise them on any changes to the fire alarm system required by the code.


If you make it your business to understand your customers’ operations and the trends that affect their operations, you will have the best basis to advise them regarding common-sense fire alarm system upgrades.


Most owners stay far too busy to give much thought to the life safety protections their existing fire alarm systems provide. If you take the responsibility to advise them of code changes or new technology that will ensure their systems are reliable, they will more likely hire you to perform additional upgrade work. And, if you understand their operations, you will have the credibility to determine whether they will need mass notification systems to integrate with their emergency response plans.


When customers approach you to assist with design/build projects, you have the opportunity to use your knowledge of the customers’ operations to redesign their existing fire alarm systems to better serve their needs. This means you can directly influence the specifications and the products used for the fire alarm or mass notification systems that will provide flexible, cost-effective solutions to the problems their operations pose.


Becoming a value-based partner requires you to take responsibility for understanding and anticipating customers’ needs. It also means being responsible for your technicians to ensure they are trained to remain observant while performing work at customers’ sites. Your technicians must report anything in the fire alarm or communications systems that might need revision due to changed operations, building modifications or code requirements. Of course, you should also train your technicians to be more competent than your competition, so your customer sees them as efficient and professional. 


Another easy way to develop a close relationship with your customer is demostrating that you have a strong and cooperative relationship with the authority having jurisdiction (AHJ). Often, fire inspectors show up at a building and discover fire safety issues that require them to order the shutdown of a specific operation within the building. Sometimes, these issues prove costly to remedy. If you have a close relationship with the AHJ, you may assist your customer in negotiating with the AHJ for the most reasonable approach to mitigate whatever safety issues exist. You may not have the background necessary to address all of the issues raised, but if you have formed solid relationships throughout the scope of your business associations, you may know someone—such as a local fire protection engineer—whom you can recommend to assist your customer.


Providing professional, competent service to your customers helps form the foundation for excellent relationships. Sometimes the service you provide will extend beyond your specific installation or service experience. Ultimately, you want the customer to look at you as a trusted adviser who can help solve any problem related to fire alarm or mass notification systems.


Remember, forming good relationships with your customers makes good sense for a successful business.