Cash Flow Tip 4 - Delighting Your Customers

All other things being equal your cash flow will be better if your customer is delighted with the work you have done.

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Cash Flow: Tip 4 Delight Your Customers - Direct and Indirect

Consistently delighted customers are more likely to:

  • Approve your scope and contract terms
  • Approve your Schedule-of-Values (SOV)
  • Approve your progress billings
  • Proactively communicate with you and help you solve any problems with your billings
  • Bend the “Rules” to help get you paid


Unhappy customers will tend to do the opposite.  They will tend to focus on doing the bare minimum to meet their contractual obligations and internal policies.    

While it is easy to narrowly define the “Customer” it will accelerate your cash flow significantly if you broaden your definition.  There are dozens of people on every project that have some hand large and small in getting you paid. Don’t overlook everyone from inspectors who might be reviewing your construction progress to accounts payable who is ensuring your compliance documentation is all in order.


Cash Flow
Great cash flow is a key driver of valuation and successful successions. Running out of cash is is the #1 reason contractors fail. Improving cash flow improves your Return on Equity. Protect yourself and never let cash flow be the limitation to your profitable growth....

Cash Flow
Great cash flow is a key driver of valuation and successful successions. Running out of cash is is the #1 reason contractors fail. Improving cash flow improves your Return on Equity. Protect yourself and never let cash flow be the limitation to your profitable growth....

Cash Flow Tip 3 - Contractual Details Matter
The reason we are called contractors is because we work off of a contract that defines the scope and terms of what we build. How we negotiate and manage the contract determines cash flow.
Be Specific About Problems
The business of construction is filled with constant problems. It’s not that great contractors don’t have problems, it's that great contractors have learned how to troubleshoot first, which allows them to learn from their problems faster.
Lean Principle - People First > Process > Tools
To maximize productivity a contractor must focus on their people, processes and technology tools as an integrated system with a hierarchy. This is not a linear process and should be looked at as a continuous PDCA cycle.