Killowen Construction Behind the Business: Earning client trust as a cost plus builder (part 2 of 5)

This week we bring you the second installment in a series highlighting Killowen Construction, a Utah-based custom home builder. In this five-part feature, you’ll hear from Tyler and his team on how they’ve used technology to grow their business from the ground up. Follow along on their journey of scaling the business and building customer trust as a cost plus builder.

For many homeowners, the process of building a custom home can be daunting. Between budget constraints, design changes and managing the intricacies of construction, it’s easy to feel overwhelmed.

That’s where Killowen Construction shines.

Led by president Tyler Farrell, Killowen Construction has built a reputation for not only delivering high-end homes, but also ensuring a client experience rooted in transparency, flexibility and trust.

As a cost plus builder, Killowen Construction emphasizes a collaborative approach to keep clients in the loop of their home’s financial and construction status.

“We’ve built for some very affluent, very successful people – and we take it very seriously that we’re a steward of their finances,” Tyler said. “We want to give them the best bang for their buck.”

This responsibility is key to how Killowen operates. Rather than focusing solely on the bottom line, they put the client’s desires and needs at the forefront.

“I’d just love to build everyone’s dream home and put exactly what they want in there. But unfortunately, the numbers matter,” Tyler said.

In a cost plus contract, these numbers are transparent – and both builder and client work together to manage costs without sacrificing quality.

Watch part two of this Behind the Business series – and hear from the Killowen team on how they use Buildertrend to create cost plus contracts and build trust with their clients.

A model of client-first service

Mame Martin, director of preconstruction at Killowen, highlights another pillar of the company’s success: unparalleled customer service.

For Killowen Construction, this focus on client satisfaction isn’t just a mission statement – it’s the reality of their daily operations.

Clients of Killowen know they’re working with a builder who not only listens, but actively responds to their feedback. This responsiveness includes flexibility in the construction process itself.

“We have clients who want to be able to make a decision and then change it, so they feel like we’re tailoring the home to them,” said Sam Abbott, project manager at Killowen Construction. “We try and nurture a feeling and an environment of ‘We want to be flexible, we want to make your dreams come true … but, every change you make has cost implications.’”

Using Buildertrend to build trust

The Killowen team relies on the power of technology to facilitate transparency. By using Buildertrend, they can keep clients informed and involved at every stage.

“We can not only attach their bid or their estimate to a contract that they sign and approve online. But then we can change it, we can note what happened,” Sam said. “It all has a paper trail that follows it, and you’re all looking at the same document.”

In an era where clients expect real-time information, the team at Killowen goes above and beyond to meet these expectations. Buildertrend’s Daily Logs offer homeowners peace of mind – especially those living overseas.

The Daily Logs have become such a valued tool that clients actively seek them out.

“Our clients are obsessed with those notifications,” Sam said. “We normally do Monday, Wednesday, Friday. Three Daily Logs at a minimum. And if it’s Friday at 5:30 p.m., and I haven’t sent my clients a Daily Log, I get a call from them saying, ‘Hey, did anything go wrong?’”

Through Buildertrend, Killowen Construction provides its clients with transparency, constant communication and a sense of control – all while reducing the number of daily check-ins required.

Tyler pointed out that this allows the team to focus on what they do best: building.

“To have a software like that, I think really helps not only their anxiety, but getting clear information to them immediately. And it also cuts down on the phone calls of, ‘What are you up to?’ which is totally fine, but we’d rather be building the house than answering those questions every day.”

Ready to build trust with your clients?

At Killowen Construction, building a home is more than just construction – it’s about building trust, transparency and lasting relationships. If you’re ready to streamline your own client communications, increase transparency and reduce administrative work, Buildertrend can help.

Schedule a free demo today to see how our construction software can transform your business, just as it has for Killowen Construction.