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 32 BUSINESS VIEW CARIBBEAN VOLUME 12, ISSUE 07
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