No One Likes a Liar: Being Honest With Your Customers During the Permitting Phase

As a general or building contractor, you already know that trust is one of the most critical aspects of any client relationship. When a customer hires you to bring their project to life, they are putting their time, money, and confidence in your hands. But the permitting process, often the most misunderstood and underestimated phase of a project, can quickly become a point of friction if transparency is lacking.

The truth is, the permitting process can be unpredictable—timelines shift, requirements change, and unexpected hurdles arise. That’s why, as a contractor, it's essential to be upfront and honest with your clients throughout this stage. A customer’s trust is built on consistent, open communication, and if you're not being honest from the get-go, it can lead to frustration, delays, and even lost business. Let’s explore why being truthful during the permitting phase is not only beneficial to your clients but also critical to your success.

1. Setting Realistic Expectations From the Start

One of the biggest mistakes contractors can make is underestimating how long the permitting process will take. Many contractors want to close the deal and make the client happy by promising quick turnarounds. However, doing so without considering possible delays, such as backlogs in the local building department or complex zoning issues, sets everyone up for disappointment.

Instead, be transparent with your client about the potential challenges that may arise. Explain that while you have a clear plan, the timeline depends on factors that may be out of your control. It's much better to overestimate and finish early than to continually push back deadlines and disappoint your client.

2. Handling Permit Rejections and Revisions

Permit applications can get rejected, and plans may need to be revised. It’s part of the process, but how you communicate these setbacks to your client matters. Being upfront about rejections or revisions—why they happened, how long it may take to resolve, and what the next steps are—helps to keep your customer in the loop and builds trust.

Rather than sugarcoating the issue or hiding it until the last minute, take the opportunity to educate your client. Let them know that while permit revisions are common, you're actively working on resolving the issue and will update them as soon as there's progress. A transparent conversation shows the client that you’re on top of the situation and have their best interests in mind.

3. Managing Costs and Changes

Permit-related fees and changes to project scope can impact your client’s budget. Whether it’s a zoning issue that requires an extra inspection or a code compliance revision that adds unexpected expenses, it's crucial to keep your client informed as soon as possible.

Surprising your client with a larger bill at the end of the project will undoubtedly lead to frustration and could harm your reputation. But by explaining the costs upfront and being transparent about any adjustments along the way, you maintain your client’s trust. It’s always better to have the tough conversation early on than to lose credibility later.

4. Transparency Equals Trust

At the end of the day, clients understand that the permitting process is complicated. What they won’t tolerate is feeling like they’re being misled or kept in the dark. When you choose to be honest, even about uncomfortable truths, you establish a foundation of trust that can lead to stronger, long-term relationships with your clients. This honesty also sets you apart from competitors who may not be as transparent, giving you a competitive edge in the market.

5. Long-Term Success Over Short-Term Gains

You may think that stretching the truth about timelines or downplaying potential roadblocks will help you close the deal in the short term. However, once those timelines start slipping, or the unexpected costs pile up, your client’s confidence in you can erode quickly. In contrast, being upfront from the beginning might feel like a harder conversation, but it will pay off in the long run. Satisfied clients are more likely to recommend you to others, and your reputation as a trustworthy contractor will grow.

Conclusion: Honesty is Always the Best Policy

The permitting phase is a critical part of any construction project. It’s not just about getting approvals—it’s about managing expectations, communicating effectively, and fostering trust with your clients. By being upfront about potential delays, unexpected revisions, and changes in cost, you build a solid foundation for long-term client relationships.

In construction, there will always be things outside of your control, but how you handle those situations with your clients can make all the difference. No one likes a liar, especially when it comes to their investment. Be honest, be transparent, and watch your client relationships thrive.