#12: Meet expectations, then go one step more

Expectations are the life blood of all construction projects.  Safety, Quality, Time, and Cost all have expectations attached to them.  Long term relationships are built on meeting expectations which, in turn, forms trust.    But what happens when something goes wrong and you don’t meet the expectations?  Whether you are the client or the contractor, one failure can erase years of successes.  That is why it is important to exceed expectations whenever possible.  Going the extra mile solidifies trust when things go extremely wrong…and they will… if you are in this industry for any length of time.  When you meet expectation, step back and think… what can I do to exceed their expectations.  Find something, one, little thing.  It will be remembered and appreciated and that will go a long way for your relationship with that person.