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Case Study:
Unlocking Growth: Transforming Client Relationships in the Commercial Building Industry

From insights to boosted revenue

In the highly competitive commercial building industry, maintaining strong client relationships is paramount to success. A leading national commercial builder in the Pacific Northwest approached Lausanne Business Solutions (LBS), recognized the need to strengthen their client relationships to unlock new opportunities and drive sustainable growth. They partnered with LBS, to identify and overcome the obstacles preventing them from deepening their sales relationships with clients and customers.

The builder, with a presence spanning the continental US, had a stellar reputation for delivering high-quality commercial construction projects. However, despite their solid track record, they were facing challenges in building lasting and profitable relationships with clients beyond the initial project. They noticed a trend toward regional builders after their initial projects.

Challenges:

Stagnant Growth: The builders were struggling to expand their client base and increase revenue from existing clients.

Lack of Customer Engagement: Client engagement post-project completion was minimal, hindering the establishment of long-term relationships.

Missed Upselling Opportunities: The sales and business development teams were often missing opportunities to upsell additional services or engage clients in post-project initiatives.

Approach

 
 

LBS employed a systematic approach to address the builder’s challenges and uncover the underlying issues.

•

Data Analysis: The consulting team conducted an in-depth analysis of the builders' historical sales data, customer feedback, and market trends to identify patterns and opportunities.

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Stakeholder Interviews: Interviews were conducted with sales, business development, and client-facing teams to gather insights into their challenges, experiences, and client interactions.

•

Competitive Benchmarking: The team benchmarked the builder against industry competitors to identify best practices in client relationship management.

Findings

The analysis and interviews revealed several key findings:

Lack of Post-Project Engagement: The builder had a limited strategy for engaging clients after project completion, resulting in missed opportunities to offer maintenance services, renovations, or expand partnerships.

Inconsistent Client Communication: Client communication was sporadic and lacked a structured approach, leading to client disengagement post-project.

Sales Team Training Gaps: Sales and business development teams lacked training in relationship-building and upselling techniques.

Solution

•

Client Engagement Strategy: A post-project engagement strategy was designed to nurture client relationships, offering regular updates, maintenance services, and periodic check-ins.

•

Communication Framework: A structured communication plan was established, outlining touchpoints, key messaging, and personalized content for clients.

•

Training and Development: Customized training programs were introduced for the sales and business development teams, focusing on relationship-building, upselling, and client engagement.

Results

The implementation of the solution yielded remarkable results for the national builder:

  • Revenue Growth: Within the first year, the builder experienced a 20% increase in revenue from existing clients due to upselling and additional service offerings.

  • Improved Client Satisfaction: Client satisfaction scores increased by 15%, indicating a deeper and more positive relationship with clients.

  • Long-Term Partnerships: The builder successfully converted several one-time clients into long-term partners, leading to a more predictable project pipeline.

Impact by the Numbers

20 %
Increase

In revenue from existing clients

15%
Improvement

in reported client satisfaction

LBS’ partnership with the national builder exemplifies the power of data-driven strategies and targeted solutions in transforming client relationships. By addressing communication gaps, improving client engagement, and enhancing the sales team's capabilities, the national builder achieved significant growth and solidified their position in the competitive commercial building industry. This case study serves as a testament to the importance of continuous improvement and client-centric approaches in fostering business success.

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Contact Us

Constitution Place
325 Chestnut Street
Suite 815
Philadelphia, PA 19106

800-554-7704
contact@lausannesolutions.com

The best people. not the best technology, suppliers, or controls, drive success. At Lausanne, we believe in people and this is visible in the work we do.

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