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Send in the Drones

From the Archives: Send in the Drones

May 29, 2019Renovation Contractordrones, e-newsletter, enewsletter, environmental reporting, Jay Somerset, jobsite surveillance, jobsite surveillance and security, National Association of Home Builders, newsletter, RC newsletter, site mapping, Transport Canada, unmanned air vehiclesRegina Gadacz

Latest News


From the Archives: Send in the Drones

May. 29, 2019
By Jay Somerset

This story originally appeared in our August/September 2016 issue.

It’s a bird. It’s a plane. It’s your newest high-tech multi-tool: a sophisticated, unmanned air vehicle that can do everything from jobsite surveillance and security, to site mapping and environmental reporting. Use it to create high-definition aerial footage – to show progress to clients, or as promotion for your own company. Like the ultimate infomercial, this tool really has it all.

Once considered an expensive novelty, drones, otherwise known as “unmanned air vehicles,” have moved away from the hobby and military markets and are now taking off in the commercial realm, including residential construction.

Just how are drones making a difference? Consider the new stadium being built for the Sacramento Kings, in California. Each day, drones patrol the jobsite, taking video that is later converted into 3D pictures, which is then fed into the digitized architectural plans. Not only is the data perfect – there’s no such thing as human error here – but it shows everything from how the project is progressing, to parts that are falling behind schedule. And, of course, it provides the contractor with high-definition imagery to show the client, and to keep for both insurance reasons (in case of accident, here’s footage), security (has there been a breach, or are there vulnerable areas), and vanity (check out what we’re working on, posted to the contractor’s social feeds).

Admittedly this isn’t exactly in the realm of residential construction. But according to the National Association of Home Builders, more than 20 percent of single-family builders have already used an aerial drone, either with their own device or through a third party. And while the numbers are slightly lower back home, Transport Canada revived its commercial drone-use regulations, in 2014, making it much easier for contractors to get into the flying game. A year later, TC also reported that applications for commercial drone permits had risen to more than 1,600, up from a mere 66 the year before.

Today, a drone can cost you anywhere from around $700 for a basic model, to several grand for a device with pro-level mapping capabilities and advanced flying technology. Then there’s the cost of permits and the know-how to safely operate and store the device. Or, like that industrial hole digger you use once every 16 months or so, you can simply rent one. Or, better still, hire a drone-driving subcontractor to handle the job.

Beyond mastering the drone itself, there are also rules concerning where and how high you can fly, as well as concerns related to safety and insurance coverage, as well as privacy. Like, if you’re the contractor working on 24 Sussex Drive, you might want to make it a drone-free worksite.


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Ever experience the awkwardness of having to call a customer to remind them to pay their bill? You walk a fine line of diplomacy. Being a pushover won't get the customer's attention. Being too pushy can offend, risking losing not only money that's due, but future business as well. Most of the training I do is on choosing words that enhance trust and differentiate your service to make price less relevant. You can use these same trust-building principles to gain cooperation with customers who aren't paying. Consider these nine tips.

1. Do your homework

Start by gathering details about the invoice and about how much overall business the customer does with you. Any large volume customer isn't going to be happy about receiving a collection call over a relatively small invoice. In fact they may rethink continuing to do business with you. On the other hand, a first-time customer with a large overdue bill should be contacted sooner rather than later. When it comes to collecting, it makes sense to give long-term customers special consideration.

2. Begin with a courtesy email

The first reminder can be a friendly email sent soon after payment is due. Keep the tone light and conversational: "Pat, I was looking through our receivables and noticed we haven't received a payment yet on this invoice. I want to make sure you did indeed receive it and there's nothing you need from our end. Thanks."

3. Stand up for yourself

If the email doesn't receive a reply, it's time to pick up the phone. If you're feeling anxious, stand up when you phone. Your voice will have more resonance and authority, and you feel more confident and in control.

4. Share facts not accusations

Certain phrases can inadvertently sound like accusations that put customers on the defensive. Telling people they are late or overdue sounds like a generalization. Instead give specific dates and encourage them to talk, "Payment was due on the 17th and as of today we haven't received it. Is there something about the payment I should be aware of?" Listen. Gather facts. Take notes. This isn't the time to state your position. Instead, summarize your understanding of the facts you collected. "So, if I understand this correctly, the situation at your end is...?" A huge part of building trust with anyone is demonstrating that you get their circumstances.

5. Empathize

After you've summarized your understanding of their situation, if they have indeed been experiencing financial setbacks, then empathize. Begin with two magic words: sounds like. "Sounds like you've had a run of unfortunate events. I'm sorry to hear that." Those words make you sound humane and go a long way towards making late-paying customers want to cooperate.

6. Don't make it personal

This is the opposite of what I normally share in my Trusted Advisor seminars. Typically, we personalize the service by using the word "you." As in, "Let me check for you." In the case of collections however, the last thing we want is for this to be taken personally. So rather than asking, "When can you pay?" instead ask, "When can we expect payment?" Speaking of word choices, avoid asking if they want to pay by installments. Few people want to pay bills. Instead ask, "Would it be helpful if we set up a payment plan?"

7. Express your "Grand Intention"

If you are indeed dealing with a normally reliable repeat customer, explain that you value their business and want to help them through this. I call it expressing your grand intention. It sets a positive tone and implies that you're interested in achieving a long-term mutually positive outcome. Again, the goal is for them to feel motivated to pay.

8. Summarize your understanding

Before hanging up, clarify what you and the customer have decided: "For my notes and to make sure I have everything clear, here's what we've agreed upon moving forward..." Then send them a written summary confirming what you discussed. That way if you end up in court, you'll have documentation.

9. Last resorts

If you conclude there's slim hope of collecting all monies or that you no longer want to continue doing business with that customer, consider settling for less than the full amount. In most cases, you'll be further ahead financially than what you'd receive by either suing them or engaging a collection agency. Speaking of unpleasant customers, some business owners have told me they meet once a year with their staff to "fire" their one or two worst customers. These are individuals who create more stress than they are worth. In that case they send the customer a letter along the lines of, "It appears you have not been satisfied...we are therefore asking that in future you use the services of a competitor."

Bottom line

While phoning customers to get paid may be daunting, fortunately by simply being a strong listener and choosing your words more thoughtfully, you can make collecting from customers less unpleasant and more rewarding. Good luck! This article is based on the bestselling book, Influence with Ease by business speaker, Jeff Mowatt. To obtain your own copy of his book or to inquire about engaging Jeff for your team, visit JeffMowatt.com.

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