A contractor’s reputation is everything, with projects often coming from referrals. Customers who are happy with the work performed recommend their contractor to friends and family.
As important as the quality of work is the trust a customer develops with a contractor. From the onset, define the scope of the project with your customer, set realistic timelines and budgets, and specify the roles and responsibilities of each party. Also, specify how you will communicate and how often.
Set up regular meetings or calls to review the project's status, milestones, issues, and risks.
If you can’t take on a job in the timeframe your client has requested because you are short-staffed or have other projects that are a priority, say so. Don’t put the project in the books only to make excuses and later explain that you don’t have the tradespeople to do the work. Your clients will appreciate your transparency if you’re upfront and provide realistic start and completion dates. Those who genuinely like your work will wait (as long as it’s not anything urgent).
When issues arise, be upfront, even though you know your customer will not be happy.
Project Delays
Project delays happen for a number of reasons. Materials may come in late, you may have encountered unexpected challenges or issues on the job, or another project may have taken longer than you anticipated, causing a domino effect that results in delays. Immediately explain the situation, providing as many details as possible so your client has a clear picture of the delay. Provide progress reports so the client is always kept in the loop.
Make sure you are responsive. Don’t ignore client texts and/or calls because either you don’t have an answer or think they may not like the answer. Again, if you are transparent about what is happening, most people will understand or appreciate your honesty.
Also, listen carefully to what your clients say so that you can show empathy and resolve the situation.
Over Budget
Nobody wants to hear that a project is going to cost more. If the project scope is defined clearly in the contract along with the corresponding budget/estimates, this will avoid issues down the road. But things may change. The client may decide to use more expensive materials. Or, once you get into the project, you may discover additional work is needed to complete the project. Let your customers know of any budget changes immediately and why. Provide a detailed accounting of the costs so they understand the reasons behind the increased construction cost.
Remember, transparency and open communication with clients are critical in getting ongoing work, adding new clients to your roster, and boosting revenue.