Another opportunity to clarify expectations is the pre-construction meeting, which usually occurs one week before the project actually starts. Here you can go over the plans and specifications, present the customer with a time line that estimates the schedule for the project and answer any questions the client has about the process. The pre-construction meeting is a good opportunity to set up the communication process between your company and the client.

Communication Counts
Of all of the areas that impact customer satisfaction, none are as important as that of communication. Many of your competitors are capable of producing good design and executing the work involved at a high level of quality. In the end, most customers judge the overall remodeling experience based on the relationship they believe they had with the firm with which they did business.

It is inevitable that there will be problems and misunderstandings during the course of a remodel project. How your firm handles these situations will have a substantial impact on how it is judged by your client. Here are some rules we try to follow regarding client communication:

• Update the client the first of each week on the status of the project and what to expect to happen that week.

• If a client calls, try to take the call right away. If the client leaves a message, make sure that you return the call and address the client’s concern within 24 hours (sooner is better).

• When meeting with a client, have a paper and pencil and take notes of what the customer is telling you. This is a visual reinforcement that you are actually paying attention.

• Particularly on larger projects, schedule regular meetings (weekly) at the client’s job site to address any concerns.

These and any other steps you can take to encourage and enhance the communication between you and your client will pay dividends in customer satisfaction and prevent misunderstandings from escalating into disputes or even litigation. Satisfied clients are your best source of future business and should be treasured as the most important asset to your business.