For credit professionals, building relationships isn’t just a nice to have—it’s a crucial part of the job. It’s what turns tough negotiations into fair agreements and helps navigate cash flow challenges without burning bridges.
But what does building relationships actually look like for credit pros in construction? It goes far beyond sending emails or shaking hands at industry events. It’s about taking intentional, everyday actions that build trust and collaboration.
Here’s how it happens in real life, with insights from Victoria “Tori” Terrell, CCIFP, VP of Finance and Credit at Design Electric as she shared during a BuildingBlocks webinar, hosted by Lori J Drake, CBA, our Community Marketing Manager at Handle.
1. Make Time for Personal Interactions—Yes, Even If It’s Just Lunch
When did you last take a break from numbers and spreadsheets to spend time with your suppliers or customers in a casual setting? Making time for lunch and personal interactions is really important for credit professionals because it helps build trust and stronger relationships with suppliers and clients.
Tori recalled a time when suppliers hosted events at their warehouses, inviting not just project managers but also the accounting teams to lunch.
“I remember going to one of the supply stores and the manager coming out to welcome us, even opening up their conference room for lunch. At that point, we weren’t just numbers back and forth. We were people who knew each other by name,” she said.
When you spend time together outside of formal meetings, it becomes easier to communicate openly, negotiate better credit terms, and resolve issues more quickly. These personal connections can lead to faster payments and more flexibility when you’re facing financial challenges.
Take the first step: Schedule a 30-Minute coffee chat. Here’s an idea on how to get this going right now:
- Pick one key supplier or customer you want to connect with.
- Send a Personalized Invitation: Write a friendly email like:
- Subject: Let’s Grab Coffee
Hi [Name],
I really enjoyed working with you on [project]. I’d love to take you out for coffee next week and chat about your upcoming projects or just what’s going on in [their industry/business area].
Are you available on [Option 1] or [Option 2]?- Set the meeting. Choose a relaxed café or arrange a virtual coffee if needed.
- Keep it casual. Focus on personal connections and understanding their needs without pushing any agenda.
- Send a thank-you note after the meeting to reinforce the connection.
2. Don’t Wait for Problems—Check In Regularly
Too often, communication only happens when there’s a problem. But relationship-building is about staying connected consistently. Tori mentioned suppliers who would call her for no other reason than to ask how things were going.
“I’ve had ones that would just pick up the phone and say, ‘Hey, what’s new in your life? Anything I should know about?’” she shared. “It wasn’t about a payment issue or a missed delivery; it was just about staying connected.”
The best time to build relationships is before you need them. Tori shared how her company managed cash flow challenges by relying on established relationships with suppliers.
“We had to climb out of our line of credit, and the suppliers who helped us during that time made a huge difference. Those relationships were already in place, so it wasn’t a tough ask,” she said.
Quick Start: Block out a few hours every month to call or email a couple of key contacts. You don’t need a specific agenda—just check in and see how things are going. It’s amazing how much goodwill can be built just by showing you care beyond the next payment due date.
3. Walk the Office Floors—Yours and Theirs
In many companies, suppliers tend to stick to project managers and estimators when building relationships, but Tori stressed the value of connecting with different departments, especially accounting.
“A lot of times, suppliers only visit the project managers, but I’ve always remembered the ones who took the time to visit our accounting department, too,” she explained.
Quick Start: When visiting a client or supplier’s office, don’t limit yourself to the main contacts. Walk the floor, say hello to different teams, and ask about their work.
If you’re the credit manager, invite suppliers to visit your department. You’d be surprised how quickly relationships can strengthen when people see you face-to-face and know you beyond your title.
4. Use Relationships to Negotiate Flexible Terms—And Don’t Be Afraid to Revisit Agreements
Sometimes, payment terms need to be adjusted to match cash flow realities, especially in construction. Tori explained how having good relationships allowed her to negotiate per-job terms and even arrange flexible payment schedules.
“We were able to juggle payments based on our cash flow because the relationships were already in place. I could call a supplier and say, ‘This job has different payment terms; can we work something out?’” she said.
In daily practice: Don’t wait until cash flow becomes an issue. Be proactive in reaching out to suppliers to discuss payment terms if you foresee any challenges. Explain the situation, show them the payment timeline, and negotiate terms that fit both parties. If relationships are strong, suppliers are often willing to be flexible.
5. Jump on Issues Quickly and Own the Solutions
Mistakes and delays happen, but how you handle them can make or break relationships. Tori shared an example of how repeated delivery problems with a supplier led her team to avoid working with them.
“There was an HVAC supplier that dropped the ball too many times on deliveries. It wasn’t just about one mistake—it was about how they handled it afterward,” she said.
When an issue arises, take ownership and be the one to initiate the solution.
When mistakes and delays happen, it’s important to handle them right to keep your relationships strong. If a payment is late, reach out to the supplier first and let them know when to expect it. If a project delay affects payments, communicate that immediately.
Don’t just point out the problem—offer solutions and follow through on your promises. Show that you’re actively managing the situation, not avoiding it. Learn from each issue to prevent it from happening again. By staying calm and positive, you demonstrate reliability and commitment, building trust and ensuring long-term partnerships even when things go wrong.
6. Adjust Your Communication Style for Different Contacts
Not everyone communicates the same way, and generational differences can play a big role. Tori noted that younger professionals often prefer email or text over phone calls.
“Younger generations may not communicate the same way as we do. They may want to email or text, and we have to be willing to adjust if it keeps the lines of communication open,” she explained.
Keep it in context: Know your audience. If your contact prefers text messages for quick updates, don’t insist on phone calls. If they like detailed emails, then make sure your emails are thorough. Adapt to your contact’s preferences, and you’ll find communication flows much more smoothly.
7. Maximize Industry Associations to Deepen Connections
Industry events and trade association meetings aren’t just about networking—they’re about strengthening existing relationships. Tori suggested inviting key contacts to attend these events together.
“We have quite a few involved in the AGC and CFMA here locally. Sometimes just inviting someone to a meeting can make a big difference,” she noted.
What to keep in mind: Next time you’re attending an industry event, reach out to a client or supplier and invite them along. It’s a chance to connect in a different setting and discuss topics that aren’t always covered in the usual day-to-day.
8. Celebrate Milestones—Personal and Professional
It’s easy to overlook personal milestones, but acknowledging them can go a long way. Tori shared how some companies recognize significant events for their customers and suppliers.
“They send out congratulations gifts if someone has a new baby or gets married. It’s a small gesture, but it shows you care about more than just business,” she said.
Keep a Calendar and a List of Go-Tos: Start by maintaining a calendar to track important dates for your clients and suppliers, such as birthdays, project completions, and company anniversaries. When an event approaches, use your go-to gestures like sending a personalized card, a small gift, or a thoughtful note. For example, mark a birthday on your calendar and send a quick message or card to show you care. Having these actions ready makes it easy to acknowledge milestones without much effort, strengthening your relationships and demonstrating that you value your partners beyond just business transactions.
Strategically Building Relationships in Credit and Finance
For credit professionals, building relationships is an active, ongoing process. It’s about making small, consistent efforts every day to connect on a personal level, anticipate challenges, and communicate effectively.
As Tori Terrell’s experiences show, these actions aren’t just about being “nice”—they’re essential strategies for navigating the ups and downs of construction finance. By investing in relationships now, you’ll have a network of allies ready to support you when it matters most.
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