TURNING CONSTRUCTION PROJECTS INTO LIFELONG CLIENT RELATIONSHIPS ENCOMPASS L I M I T E D WWW.ENCOMPASSCAYMAN.COM
TURNING CONSTRUCT INTO LIFELONG CLIEN ENCOMPASS LIMITED AT A GLANCE ENCOMPASS LIMITED WHAT: D esign-build construction company specializing in luxury residential estates, commercial projects, and property management WHERE: G rand Cayman, Cayman Islands WEBSITE: www.encompasscayman.com A PEOPLE-FIRST PHILOSOPHY EMBODIES THE CAYMAN’S MOST SOUGHT-AFTER CONSTRUCTION COMPANY 1 BUSINESS VIEW CARIBBEAN VOLUME 12, ISSUE 07
TION PROJECTS NT RELATIONSHIPS In the Cayman Islands’ luxury construction market, where properties routinely sell for millions and international buyers demand perfection, one company has staked its reputation on an unconventional philosophy. “I tell people we don’t build houses, we don’t do renovations, and we don’t build condos or projects. We build relationships,” says Eric Kline, CEO at Encompass Limited.“Those physical manifestations are just the results of those great relationships that we build.” 2 BUSINESS VIEW CARIBBEAN VOLUME 12, ISSUE 07
This relationship-first approach has established Encompass as a standout in a market that saw over $960 million in sales in 2024. While many competitors focus exclusively on delivering beautiful structures, Kline emphasizes that the journey is just as important as the outcome. “There are several companies that build nice houses. There are many homes in the Cayman Islands that we didn’t build—and some of them are truly stunning,” he acknowledges.“But what sets us apart is that our process and our relationships matter just as much as the finished product.” At Encompass, it’s not just about building another beautiful home—it’s about creating a beautiful experience for the client. In an industry often clouded by tales of strained contractor-client dynamics, Encompass thrives by fostering trust, transparency, and genuine connection. The strategy has proven highly effective. According to Kline, client loyalty at Encompass runs deep.“I’ve never lost a client. Once someone builds with us, they’ve never gone elsewhere,” he notes. Many of these relationships grow beyond the professional, evolving into lasting friendships—team members are often invited to dinners and we have even joined clients on vacations. In an industry where contractor-client relationships can often feel adversarial, Encompass has cultivated a culture where collaboration replaces conflict, and trust is built as deliberately as the foundations themselves. A perfect example of this enduring trust came in 2014, when the team designed and built a condo unit in the Ritz-Carlton Grand Cayman. Eight years later—after the client had gotten married and started a family—they returned to Encompass to completely renovate the unit. This time, the project was led by a world-renowned designer, and Encompass was brought in to manage the renovation and bring that new vision to life. COLLABORATION AND SUSTAINABLE SOLUTIONS Encompass’s competitive edge lies in its integrated 3 BUSINESS VIEW CARIBBEAN VOLUME 12, ISSUE 07 ENCOMPASS LIMITED
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model, a rarity in the Cayman Islands construction landscape.“What’s great about our organization, and probably one of our biggest competitive advantages, is that we are design-build,” Kline explains. “Either we’re fully controlling the design using our own architects and our own interior designers, and we’re driving that project, or we’re collaborating with the client’s appointed architect or interior designer.” While we embrace a global sourcing model and often collaborate with international designers, I want to emphasize that we support local suppliers and local architects whenever practical. Our approach is never meant to undermine the value of local talent—we deeply respect and appreciate the contributions of our local partners, and we work with them regularly when the opportunity aligns. This approach addresses a common pitfall in luxury construction: the disconnect between vision and budget. “So many times I have clients that have come to me after designing these amazing plans, and they tell me they have a $2 million budget, but the architect designed a $5 million house,” Kline recounts. “There’s no magic wand that solves that issue.” By engaging early in the design process, Encompass helps clients avoid costly surprises that plague traditional bid-build projects. Kline describes his role as a thoughtful intermediary when creative ambitions and client expectations occasionally diverge. “There are times when a 5 BUSINESS VIEW CARIBBEAN VOLUME 12, ISSUE 07 ENCOMPASS LIMITED
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designer is enthusiastically presenting ideas, and I can sense that the client may not be fully connecting with the direction,” he observes. “It’s not always exactly what they had in mind.” In these moments, Kline and his team aim to strike a respectful balance—ensuring the designer’s creativity is honored while also making sure the client’s vision is clearly understood and practically achievable. Sustainability forms another pillar of Encompass’s design philosophy. Rather than superficial green features, Kline advocates for architectural solutions that inherently protect buildings in Cayman’s tropical climate. “We believe in design that protects the house,” he states, citing traditional West Indies architecture with large overhangs as inspiration. The company employs spray foam insulation and high-quality windows and doors to minimize energy consumption, addressing what Kline identifies as “where your biggest energy leak is going to be.” TRANSPARENT COMMUNICATION ACROSS OCEANS Managing construction projects for absentee owners presents unique challenges in the Cayman Islands, where most luxury homes serve as vacation properties for international clients. “Our clients in the Cayman Islands, oftentimes we’re building second homes. These are clients that are coming from the UK, Canada, or the US mostly,” Kline notes. “A lot of times we’re building their vacation home, and so they’re not here.” Encompass addresses this distance through meticulous monthly reporting. The company uses Buildertrend, a project management software, to 7 BUSINESS VIEW CARIBBEAN VOLUME 12, ISSUE 07 ENCOMPASS LIMITED
track daily progress internally, but deliberately curates what clients receive.“We create a daily report on the project, but we don’t share those reports with the clients daily,” Kline explains. “What we do is a very detailed monthly owner’s report.” The philosophy behind this approach reflects deep consideration for client psychology. “Our goal with that owner’s report is when we send it out that basically the clients never have to ask questions about anything,” he emphasizes.“I cringe personally every time a client asks us a question about the project, and I cringe because we should have been proactive with that answer.” Rather than overwhelming clients with login credentials and daily updates, Encompass delivers comprehensive monthly documentation covering completed work, upcoming milestones, budget status, and overall schedule. “It just becomes really clear. So it becomes the Bible that the client gets every month,” Kline describes. Follow-up calls with clients tend to be “mostly social because at the end of the day, the business has been taken care of through great process and reporting.” GLOBAL SOURCING IN A CONTAINER ECONOMY While mainland contractors enjoy the convenience of local suppliers, Cayman’s island geography demands Eric Kline, CEO 8 BUSINESS VIEW CARIBBEAN VOLUME 12, ISSUE 07
a radically different approach to procurement. “What’s interesting about the Cayman Islands is that everything that we get comes here in a container. We don’t produce anything in the Cayman Islands,” Kline explains. This reality, which might handicap other builders, has become Encompass’s strategic advantage. Rather than viewing isolation as a limitation, Kline reframes it as liberation.“From a mindset perspective, I didn’t look at it as a regional supply thing. I said, “Well, at the end of the day, if we plan our projects properly, we can buy from anywhere in the world,” he states. “Instead of living inside of this box, we said, take the box away and let’s just find the best resources, the best trade partners anywhere in the world.” The company sources Italian cabinetry directly from manufacturers, imports tile from Spain and Italy, purchases lumber straight from Canada, and procures materials from South America and Asia.This global approach contrasts sharply with U.S. builders who, as Kline observes,“get kind of spoiled.They just go to Home Depot or their local lumber supplier and they get everything from the same three suppliers.” Recent supply chain disruptions and potential tariff changes have validated this strategy. “We’re just built for it to begin with. So the shock of having to be creative with where we order from or how we logistically get it to us has kind of always been there for us,” Kline notes. He sees opportunity where others see obstacles: “If things get harder for people to ship At Home & Outdoor, we believe in seamlessly integrating practical elegance into everyday living. Please contact our team to discuss your design project: sales@homeandoutdoor.net • 345.923.1906 www.homeandoutdoor.net Visit our showroom: 102 Mary Street, George Town, Grand Cayman FURNITURE | FIXTURES | ACCESSORIES INDOOR•OUTDOOR•BATHROOMS•LIGHTING •ALUMINIUM SYSTEMS Explore a curated collection of exquisite indoor and outdoor furniture, premium architectural products and aluminium systems, durable railing solutions, stylish shower and glass enclosures, and captivating lighting at Home & Outdoor. Our selection thoughtfully blends high-quality materials with clean, functional designs to enhance any space. From striking statement pieces to refined details, every product is selected for its durability, aesthetic appeal, and overall value. Whether you are embarking on a new construction, redesigning an interior, or creating a stunning outdoor retreat, we simplify the process with comprehensive services covering supply, delivery, and installation. EXPLORE A WORLD OF STYLE AND COMFORT WITH HOME & OUTDOOR 9 BUSINESS VIEW CARIBBEAN VOLUME 12, ISSUE 07 ENCOMPASS LIMITED
two houses that were Ritz Carlton branded houses. They were our designs. We had fantastic clients.” The company’s work earned industry recognition when featured on several magazine covers and indepth articles, but individual projects tell the real story of Encompass’s capabilities. Take Kai Mana, a recently completed estate in Rum Point that exemplifies the firm’s ability to exceed expectations. “We have just completed that masterpiece home, and it’s just an absolutely stunning estate home on the beach,” Kline describes. The client relationship directly to the US, those suppliers are going to be looking to do business with people outside the US. So I simply raise my hand and I say, guys, I’m right here and I’m ready to buy.” PORTFOLIO OF DISTINCTION Encompass’s project roster reads like a showcase of Cayman’s most prestigious addresses, from RitzCarlton branded residences to bespoke beachfront estates.“The design is really some of my favorite when we started, we were working on the deck houses at the Ritz Carlton,” Kline reflects.“We completed those 10 BUSINESS VIEW CARIBBEAN VOLUME 12, ISSUE 07
proved so successful that it spawned an even more ambitious phase two. “The client has bought the lots across the street, and now we’re building an entire amenity center for this kind of compound house,” he continues.“There’s a guest house, a three-car garage, a spa with a cold plunge and a sauna. And we’ve got a golf simulator room, a gym, and pickleball courts.” Such expansions demonstrate how Encompass’s relationship-building philosophy translates into repeat business and increasingly complex commissions. Current projects push creative boundaries even further. “We’re doing really cool specialty garages where the garage is a showroom where a Ferrari would sit in it, and it has a glass wall that’s adjacent to the man cave,” Kline enthuses. The scale of work varies dramatically, from 5,000 square-foot residences to estates exceeding 20,000 square feet. With nine custom homes currently under development, Encompass continues shaping Cayman’s luxury residential landscape while maintaining the personalized approach that earned its reputation. 11 BUSINESS VIEW CARIBBEAN VOLUME 12, ISSUE 07 ENCOMPASS LIMITED
of the day, it’s not true.” When a client approached him about building a modest Chinese street food restaurant using reclaimed wood and plywood, Kline’s response was immediate: “Yeah, that’s no problem. We can totally do that.” It goes back to the philosophy that we don’t choose projects, we choose clients. The commercial portfolio includes high-profile retail work that leverages Encompass’s reputation for excellence.“A few years ago, we built the Cartier boutique, and the same clients that we built that for are now renovating the Bayshore Mall here,” Kline reveals.“We’re going to do the whole Bayshore Mall renovation, which is going to include brands like Rolex and Patek Philippe and the highest-end brands in the Caribbean.” Property management was a natural extension of client relationships rather than a pursued service line. “We actually don’t advertise for it. We’re not trying to solicit anybody to manage their properties,” Kline clarifies. “But what happens is because we’re BEYOND CONSTRUCTION Encompass’s reach includes commercial projects and property management, signifying a deliberate diversification strategy. “We just completed two restaurants in the Seven Mile Beach corridor. One was called San Si Wu, and one is called Liu,” Kline reports. “That’s the funny thing about Encompass. A lot of people associate us with super high-end luxury and expect that we have a super high-end luxury price attached to us,” Kline acknowledges. “At the end For reliable Cayman Islands plumbing, trust Tropic Taps. We keep water flowing smoothly for your home or business. QUALITY PLUMBING MEETS ISLAND LIFE TTcustomerservice@tropictaps.ky 12 BUSINESS VIEW CARIBBEAN VOLUME 12, ISSUE 07
so relationship-driven and we want to be vertically integrated with our client, when we finish a home, the client then needs somebody to manage that house.” The trust established during construction seamlessly transitions into long-term property care, including maintenance and rental management for investment properties. FUTURE VISION Encompass stands at an inflection point, transitioning from building others’ dreams to creating its own vision for Cayman’s hospitality and residential landscape. “We want to continue our fantastic home building enterprises where we’ve continued to collect great clients,” Kline states.“But one of our key things that we’re really putting some energy behind is our own development work.” The company’s evolution from contractor to developer indicates market maturity and accumulated expertise. “We are actually developing our own restaurant. We just received our planning permission on a restaurant that we’re developing called Breakers Beach Club in Frank Sound,” Kline reveals. While Encompass will develop and design the property, they plan to partner with an operator for management, maintaining focus on their core competencies. Ambitions extend to reshaping Cayman’s hospitality sector. “We’re also going to be developing our own condo project, and we are looking to develop our own spa resort,” Kline shares. This expansion capitalizes on two decades of understanding client desires and market gaps.“From building other people’s dreams, we want to continue to do that, but we want to start building some of our own.” The shift from service provider to developer mirrors Encompass’s broader transformation in the construction industry. Having never actively pursued projects, the company now enjoys the luxury of selecting clients rather than competing for work. “We’re at the point where our reputation and our backlog of clients mean we don’t look for projects anymore. We only look for clients,” Kline emphasizes. 13 BUSINESS VIEW CARIBBEAN VOLUME 12, ISSUE 07 ENCOMPASS LIMITED
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