This month’s guest post comes from Dean Williams from Perth-Fection Plumbing. Dean shares his tips on how to deal with difficult clients as a renovator.
No matter what business you’re in, no-one likes dealing with a difficult client. When you work in the building and renovation space, the client-builder relationship is of utmost importance and needs to be handled carefully at all stages of the project.
In our industry, we aren’t churning out hundreds or thousands of low-cost products to multiple clients. We’re tasked with handling large projects, often with significant budgets, so most clients will expect the best level of service and project management from start to finish.
Invariably, we will come across a client that is more difficult than others, and there are some key approaches you can take to manage their expectations and demands along the way.
Be Clear About How You Work
From the outset, be very clear about how you work. Spell out key timeframes that both you and the client will adhere to. Explain that should decisions not be made by certain points, there will be consequences to this, most often a delay in completion.
State all your policies and terms upfront to ensure everyone is on the same page to try to avoid any issues arising later on.
Hear Them Out
If you have a client who is unhappy, the best thing you can do initially is simply listen to them. Let them get everything off their chest and really hear what they are saying. Put yourself in their shoes and try to empathise.
Most difficult clients just want to be heard.
Stick To The Facts
Always stick to the facts with your clients. Don’t use phrases like ‘I think’ or ‘it should’. This only creates more doubt for the client and can cause more upset.
If you aren’t sure how to answer, tell them you’ll check on it and get back to them (but make sure you do follow through and get back to them in a timely manner).
Don’t Get Into An Argument
Avoid being drawn into an argument with a client. They are rarely productive and can actually cause further damage an already rocky relationship.
Remain calm and collected at all times when client-facing – you can always let off steam privately later.
Identify A Way Forward
What most disgruntled clients want is a clear and effective solution to their problem.
The best way to resolve any issues on site is to quickly and clearly identify a way forward that helps you get on with the project at hand.
When it comes to new builds and renovations, most people just want it done well and not to drag on with seemingly no end in sight. Find a way to make that happen, despite your setbacks, and you’ll turn a difficult customer into a happy one.
About the author: Dean Williams is the owner of Perth-Fection Plumbing in WA. He started working in plumbing in South Africa and now runs his own business in Perth. Perth-Fection Plumbing specialisse in laundry and bathroom renovations across the Perth metro area. You can stay in touch with Dean via the Perth-Fection website, Facebook page or Instagram feed.
