Why We Use a Consultative Approach with our Clients

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Built Team
PUBLISHED: 04/17/2018

We’re no strangers to the fact that asking people to change existing ways of operating can be a difficult ask. As a software company, we’re used to being greeted with skeptical eyes — so much so that we’ve grown comfortable with it and use conversations with prospective clients as learning opportunities more than anything. In fact, thanks to those conversations, we created an entire blog series and ebook devoted to helping companies successfully manage software change.

That’s why we approach every new interaction with a lender — current and hopeful client alike — as an opportunity to learn, above all else. Our CEO, Chase Gilbert, often speaks of our consultative approach to client services. That’s what he’s talking about. It’s our willingness to ask questions, get quiet, and learn from our customers that has helped us solve their problems.

The beauty of that? For one, it helps us understand on a deeper level what issues lenders are facing now and into the future. We can build that knowledge into our products to solve problems some people might not even be thinking about today. And beyond that, it helps us develop a real sense of trust with the people we talk to.

Take, for example, a lender wary of using technology over their current paper spreadsheet methodology. They might fear that making dramatic changes to their process could increase their risk or make them more susceptible to regulatory scrutiny. We might then have them walk us through their current process, step-by-step, to see the whole picture. Once we understand their process and recognize their fears, we can demonstrate the ways in with technology can actually help them reduce their risk and improve tracking to improve their compliance management.

As Chase says, even if someone doesn’t choose Built, we want them to leave a conversation with us feeling like they have a new level of trust and understanding of the power of technology to assist in the construction loan administration process.

If you want to experience this consultative approach for yourself, we’d love to hear from you.