Authority Beats Approval
Like what you see? Consider subscribing to get the latest articles here.
Most contractors say they want to be treated like a partner by their customers, but most aren’t because they chase approval instead of building authority.
Here’s the uncomfortable truth: the only reliable way a customer sees you as a partner is if they see you as an authority—someone who consistently gets them the result. Not a vendor. Not a helper. An authority.
One problem is that subs and GCs often confuse “keep the customer happy” with “do whatever they say.” I’ll never tell you to make the experience on one of your projects miserable—part of your job is absolutely to give the customer a positive experience—but it is not your job to say yes to every request. It is to get outcomes; i.e., to get the job done on time and on budget.
A quick example:
A GC tells you to work out of sequence with another sub, and you know it will create rework. You’ve got two options:
Approval: “You got it.” You do it their way, hope it works, and fight about the cost if/when it doesn’t.
Authority: “No. Here’s why, here’s the risk, and here’s what we’ll do to hit your schedule and spec.” You put your name on a better way and then deliver it.
That moment is the fork in the road. Authority requires being direct, credible, and right. Direct enough to say the hard thing. Credible enough that they’ll listen. Right enough that when they follow you, the result proves the point.
How do you build that kind of authority?
Speak in facts, not opinions. Tolerances, lead times, crews, safety concerns. Back your statements with data and past performance. Opinions matter very little. What are the facts?
State your recommendation clearly. “We will do X by Y because Z.” Not “this should work”; you have to commit.
Own the outcome. If you call the play, you own the outcome, whether you win or lose. Make sure you win a lot more than you lose, but when you do lose, don’t hide from it. And when you win, kindly remind the customer.
And yes, balance matters. Authority without empathy becomes arrogance. But empathy without authority is just people-pleasing. The target is simple: two-way respect. You tell the truth about the work; you work hard to make the truth improve the project and customer experience.
What happens when you operate this way?
Customers stop directing and start asking.
Direction shifts from “Do this” to “What do you recommend?”
Negotiated work appears because you’re adding value to projects, not just bidding on them.
If you spend your days rolling over, you’ll be treated like a service provider. If you spend your days telling customers what needs to be done—and then doing it—you’ll be treated like a partner.
That’s the tension worth sitting in: Authority over approval.
Spark Notes:
Too many contractors chase approval instead of authority, forgetting that customers only treat you like a partner when they trust you to deliver the result—not just say yes.
Authority shows up in the moments you push back with facts, clarity, and a better plan, proving you’re there to get the job done right, not just keep the peace.
Build that authority by speaking in facts, stating clear recommendations, and owning outcomes—wins and losses—because credibility is earned in how you follow through.
When you operate this way, customers stop directing and start asking, shifting you from “service provider” to true partner—and that’s the tension worth choosing.
