BSL: Building and Managing Customer Relationships: The Superintendents Role

** NEW **

Building Supervisors in Leaders (BSL) program builds on the previous modules in the Building Supervisors for Tomorrow (BST) program by introducing more comprehensive leadership skills and complex issues.  The program isBSL Logo Cropped intended to propel on-site supervisors into authentic leaders – trusted, genuine, motivated individuals who are mission-driven and consistently generate positive results.

This comprehensive program provides it all, and is delivered in manageable segments by industry experts with extensive hands-on experience in construction’s ICI sector. Participants have the flexibility to attend modules in any order. Upon completion of all seven sessions participants will be awarded a Building Supervisors into Leaders (ICI) certificate.

For more information about the program see the following information sheet: BSL 2016


Building and Managing Customer Relationships: The Superintendents Role 

Managing needs and expectations on a construction site is tricky business. As a superintendent, when things go wrong, you need to react quickly and professionally. It’s your job to deal with many different types of customers, whether it’s the end-client and their representatives, engineers and architects, municipal officials, trades and sub-trades, general contractors, or your own team.

Building and Managing Customer Relationships: The Supervisors Role will help you create satisfied customers and build a successful project by exploring key components of customer service excellence.

Satisfied customers lead to profitable projects, repeat business, high performing teams, client referrals, and they enhance your reputation as a true professional.



  • Your role in building and managing customer relationships on the construction site
  • Working with different customers (trades, architects, general contractors, etc.)
  • Unpleasant experiences: what makes customers upset
  • What to do when you are upset
  • Key steps to calming upset customers with the three “R” system
  • Service recovery techniques
  • Quickly and accurately identifying the real problem and mutually acceptable solutions


*Price includes a continental breakfast.


Facilitator: Sylvie Thibault, Fairwinds Training & Development Inc.

Sylvie Thibault (683x1024)Sylvie Thibault, MBA, has been a value-added partner of Fairwinds Training & Development Inc. since 2007. Her expertise in business communications combines her education in linguistics and her career experience as a manager of technical documentation in the software development industry.

Sylvie developed the curriculum for the Gold Seal certified business writing courses at the Construction Association of Nova Scotia and for the technical writing certificate program at Nova Scotia Community College. She has also delivered business communications programs to various companies and associations.

As a trainer and facilitator, her style is dynamic with an emphasis on hands-on learning. She enjoys the synergy that takes place when trainer and participants share knowledge and experiences.


  • November 23, 2016
    8:30 am - 12:30 pm


Venue:   Winnipeg Construction Association - Burnell Room

1447 Waverley St., Winnipeg, Manitoba, Canada, R3T 0P7