Customer Service: Keys To Success
Here are four simple keys to success for any construction project. Seems obvious, but for whatever reason, the construction industry seems challenged by them. And yes, Wolfgang is not immune.
Start on time
Start your project when promised. Missing start dates sets the entire project off on the wrong foot, signaling to the customer that you can’t deliver. Miss the start date, and trust evaporates before the first hammer strike.
Best way to avoid the problem? Don’t overpromise. Typically, a customer will ask “When can you start?” the contractor, worried that he will loose the deal if he answers incorrectly, states “As soon as you need” That’s the first step down a slippery slope
Start and end your workday at the same time everyday
Be it 7:00AM – 3:30PM or 8:00AM – 4:30PM, no matter, just have your crews work the same shift, everyday. Customers like the predictability; it allows them to schedule their days accordingly and to communicate effectively with you.
Don’t say stupid stuff on the site
No customer wants to hear “I under estimated this job, I’m losing my shirt” or “ The foreman is an ass, I quitting tomorrow” or “ The company I work for sucks!” or “Sorry I’m late, I was arguing with my wife all night”
Negative energy is the fastest way to alienate your customer. Keep your grumpy, emotional thoughts to yourself.
Finish when promised
Along with the start date, set realistic expectations with your customer on a finish date. Construction is complicated, decisions take time, give yourself some breathing room. If the project is scheduled for eight weeks, promise ten. When you complete in nine you’ll be a hero.
About Dave Notte
