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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.

Dave Notte

About the Author: Dave Notte

Dave Notte is the founder of Wolfgang Commercial Painters, one of Metro Vancouver's largest commercial and strata painting companies.

Wolfgang Commercial Painters

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112- 4268 Lozells Ave. Burnaby, BC, V5A 0C6