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Kline prefers customers he genuinely wants to be friends with and likes doing business with so he's happy when they call. "The result is that everyone enjoys their jobs," he says. "It shouldn't be hard. I like to have a smile on my face and answer the phone with glad anticipation."

Being open to new ideas as the concrete industry changes will also endear contractors to concrete suppliers. "We as suppliers have several proven methods to improve concrete, but they all require different steps or additional training for the contractor," Frentress says. "The best contractors see these new materials as a way to make their jobs better or more profitable, while other contractors see them as an inconvenience. So if we think back 30 years ago, none of them wanted to pump concrete or use admixtures, and now that's the way things are done. With some of the newer methods or materials, there might be more hassles for the contractor, but the benefits are there for the owner and the contractor if they think about them.

"For example, an owner might request a building to be built with an insulating concrete forms system to save energy. The contractor needs to look to the supplier for the proper mixes and methods, especially if they haven't built with ICF before. Contractors can do a lot of upselling and increase their margins if they understand the new products," Kline concludes.

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