Elizabeth Athorn, 37 

Account manager

FH Perry Builder / Hopkinton, Mass. 

 Tough, But Honest Conversations: 

I was in property management when I moved into remodeling. So I came with not so much craft knowledge, but a great ability to empathize with a homeowner over issues they’re experiencing in the home. It’s one of the reasons I’ve been able to succeed at FH Perry. Take, for instance, a client we had recently who’d been having a hard time with the construction. Tensions were high and progress on the project had stalled in the planning stage. So I came in.

If we talk honestly with one another we can make progress surely, even if slowly.

I started by leveling with her, saying, “I know this feels uncomfortable for you. It feels uncomfortable for me too.” I told her we can take breaks, come back to things. The point was that we had to do x, y, and z, and if we talk honestly with one another we can make progress surely, even if slowly. That got the ball rolling and now the project is happy and the trust has been restored. 

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