TOPIC: GRIEVANCES AND COMPLAINTS
Client grievances and complaints can usually be avoided with open lines of communication. Although there may be the occasional client that you cannot please no matter what you do, in MOST cases, situations can be diffused with regularly scheduled updates and a project walk through. With today’s ease of distributing negative feedback through social media and online rating services, home improvement contractors need to be especially concerned about what is written about them.
Ways to keep grievances to a minimum:
- Create a clear, concise project proposal that is signed by both parties
- Formally document all changes requested by client
- Have regularly scheduled project update sessions to discuss status
- If any changes occur to deliverable timeline, communicate this immediately to client
- Always under-promise and over-deliver. Provide a buffer for delivery dates given to you by third parties.
- Be clear on days you will be at the property. Quickly communicate any changes prior to the effected date.
STRONG RECOMMENDATION:
Include any language related to payment for final drawings, floor plans, sample boards, etc. in the original proposal. Explain at what point payment is expected even if the project does not materialize.
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Related Articles:
How to Write a Project Proposal for the Home Improvement Contractor
The Importance of Documenting Change Orders for the Home Improvement Contractor
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