We’ve all seen it. The client who starts calling every second day. The one who drives past the site three times a week (or more!). Maybe even the one who jumps the fence, pokes around, and sends you a 3-paragraph text well after hours.

The point is that everyone can relate to or has a version of that story.

More often than not, it’s not because they’re difficult. It’s because they’re in the dark.

Last week, we published an article on running a customer experience program, which has been really well received. Today, we’re sharing a few more insights flowing from what the boys chatted about on the podcast at the end of last week.

According to Pete, who’s seen it from both sides, client relationships can be easy to fix.

You just need to talk to your clients every single week.

Let’s unpack why it matters.

In the podcast, Pete broke down what he called a “non-negotiable” in his building business: weekly communication.

“I think from the moment you meet a client, from inquiry to handover, you’ve got to be talking to them every single week,” he said.

Every week. No exceptions.

Even if there’s no update. Even if you’re still waiting on something.

Because that small moment of connection, email, text, call, whatever, goes a long way.

When we sat down recently with Aletha and Slade Walters of Stroud Homes Wide Bay, she echoed this sentiment completely,

“Every client gets a weekly update from us, every Friday afternoon. Even if there’s nothing major to report, we send it. That way, they always feel in the loop, and it stops the second-guessing before it starts.”

Here’s what we see: silence creates anxiety.

When people feel anxious, they make your job harder.

“They start to wonder what’s going on,” Pete said. “They’ll drive by, they might even jump the fence. Then they’re coming to you for updates because they feel like they’re not getting anything from you.”

That’s when the relationship starts to break down, and fixing it? That takes way more time than a quick Thursday email.

On the flip side, builders who set a weekly rhythm from day one tend to:

• Build trust faster
• Avoid conflict
• Keep expectations grounded
• Get better reviews (even when the job hits delays).

What are we seeing?

This isn’t just theory. Pete saw it play out firsthand in his previous business, Hello Home Property.

“We were building during the hardest time,” he said. “Plans were taking 12 weeks. We’d finally get to site and then couldn’t get a slab for another 10 weeks.”

Despite the chaos, clients stuck with them. Why?

Because they always knew what was going on.

“Every week, we’d send something,” he said. “Even just a short email with a few bullet points. It made such a difference. Clients felt like we were still thinking about them.”

The biggest trap is thinking, “There’s nothing to say.”

But no news is still news. Just telling someone, “Still waiting on council, expect an update next Friday,” makes them feel seen and respected.

Here’s how you can make it stick:

• Block time – Set aside an hour every Thursday or Friday to send updates.
• Nominate one person – Whether it’s the builder, coordinator, or admin, make it clear who’s responsible.
• Keep it simple – Don’t overthink it. A quick email or text with 2–3 lines is enough.

It’s definitely not rocket science, and Pete reckons most good builders already do this. But if you’re not or struggling to find the rhythm to get the communications consistent, it could be the easiest way to improve your client experience overnight.

At the end of the day, building a house is one of the biggest emotional and financial journeys someone will ever go through.

They don’t just want updates. They want to feel like they’re part of the process.

Author: Jonathan Tibbits

Starting his career as a lawyer, Jonathan transitioned into project management, compliance, and certification for companies throughout the industry supply chain in Australia and New Zealand. With international experience in green building, sustainability and stakeholder communication, he is passionate about innovation and building transparency and trust.