Build Multiple Client Connections

Happy Friday,

Early in my career, a Community Services District in California was our biggest client. They gave us a ton of water/wastewater work. More precisely, the District Manager gave us a ton of work. He was a big guy with a big personality, and he called the shots at the District. We, of course, served the community well and greatly appreciated his enduring trust in us.

Then, one day, an article in the local newspaper said the District Manager had been fired. Some malfeasance or impropriety. We called him up to show support and hear his side, only to learn he’d been physically escorted to the door and locked out. 

And that’s when the realization hit us. We didn’t know anyone else at the District very well, and they didn't know us. For most of a decade, everything had gone through the Manager. All our eggs were in the basket that had just been locked out.

When a new District Manager was named, we quickly made an appointment. Naturally, we emphasized the many important projects we’d accomplished and the value of our knowledge of District infrastructure.

The new manager politely waited for us to finish but showed no interest. He said he’d previously worked with CH2M-Hill, trusted them, and they’d be doing the District’s engineering work from then on, which they did.

That was a real punch to the gut. But also a lesson never forgotten.

Punchline: Utility and city managers typically change jobs every 7-8 years. Public Works Directors every 4-5 years. Don’t bet your entire investment in an agency on the continuity of a single individual. Get to know the Board, the operators, and that young upcoming staff engineer who will probably be a Public Works Director soon enough, be it here or elsewhere. Every project should be seen as an opportunity to build and spread trust. It's also a smart investment in the future, the business, and yours because trust endures and travels well.  

Have a great weekend,

Dave

Feedback and blowback are always welcome: dave@goodnewsfriday.com

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