Gift Wrapping the Situation
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Gift Wrapping the Situation
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Episode 8 explores Paul Schwinghammer’s “Gift Wrapping the Situation,” a simple communication technique for elevating client experience in construction. Instead of silently fixing issues or completing extras, teams should humbly tell clients what was done and who did it—e.g., noting an electrician kindly moved a mislocated outlet. This isn’t boasting; it highlights teamwork, transparency, and proactive care. Two benefits follow: it publicly credits contributors, encouraging pride and repeat excellence, and it subtly assures clients that the project manager heard concerns and is orchestrating solutions. These small “gift-wrapped” moments become deposits in the relationship bank account, creating an emotional cushion for inevitable setbacks, delays, or tough change-order conversations. Practical tips: weave acknowledgments into regular updates, recognize teams publicly, frame messages around accomplishments and solutions (not blame), and use quick photos or videos to show progress.