Dealing with unexpected structural issues on-site. How do you ensure your client stays satisfied?
When unexpected structural issues arise on-site, maintaining client satisfaction hinges on effective communication and swift problem-solving. Here are some strategies to keep your client happy:
- Communicate promptly: Inform your client immediately about the issue and the steps being taken to resolve it.
- Provide solutions: Offer clear, actionable solutions and a revised timeline to manage their expectations.
- Maintain transparency: Keep the client updated regularly on progress and any changes to plans.
How have you managed unexpected on-site issues? Share your strategies.
Dealing with unexpected structural issues on-site. How do you ensure your client stays satisfied?
When unexpected structural issues arise on-site, maintaining client satisfaction hinges on effective communication and swift problem-solving. Here are some strategies to keep your client happy:
- Communicate promptly: Inform your client immediately about the issue and the steps being taken to resolve it.
- Provide solutions: Offer clear, actionable solutions and a revised timeline to manage their expectations.
- Maintain transparency: Keep the client updated regularly on progress and any changes to plans.
How have you managed unexpected on-site issues? Share your strategies.
-
Safety first, make sure that there are no immediate problems, is safe out issue. Make sure that everyone involved knows the issues at hand (transparency). Come up with an except able solution. ( Engineering involvement required). Come up with proper rework plan, make sure the plan is understood, and execute accordingly, with qualified work force. Proper Nde, and red line changes for turn over. Continuous updates to owner , clients keep the open lines to all parties . Look at possible issues in other areas so work can be done so schedule issue can be managed.
-
The solution lies in getting the problem fixed on night shift away from preying eyes. Give it a lick of paint. Inform the client of your great progress made on the project the day before and move forward onto the next stage…..everyone will be happy!
-
Teamwork is what you have to keep in mind. The owner is part of the team and having that open book and being honest I have found to be the best way. They may not always understand construction or what it takes to build something. It our job to explain the issues and come up with a plan to get it resolved. This is why I love working at SpawGlass. Two of our core values are Live Teamwork and We Don’t Just Build Buildings We Build People.
-
First of all, in the initial discussion with client, before you even start the project, be straight forward with them. Let them know that in the event that a major unforeseen structural issue arises, it will affect the cost, and the timeframe of completion. Always do the necessary investigation in regards to soil conditions(engineer, structural testing, and observations by qualified firms) and take into account previous events that might have occurred. Not doing so can impact greatly the relationship with your clients, and could cost you greatly, instead of profiting from project, ending up being in a loss. And most of all please put everything in writing in your contracts.
-
Being able to communicate the risks on site that'll cause the project to have a step back but also being able to tell your customer what the next step is. Ensuring your manpower knows whats happening and whats about to happen is also a big thing because theyre a part of your project as well. Also have a revised schedule ready for your stakeholders and all the revised plans, costs and materials that are neccessary to be on track once the safety issue has been resolved.
Rate this article
More relevant reading
-
Client RelationsHow can you balance client follow-up with respect for their time and boundaries?
-
Executive ManagementWhat are the most effective ways to determine the severity of an escalated issue?
-
Financial ServicesWhat are the best ways to manage client expectations during high transaction volume?
-
PhotographyWhat are some effective ways to resolve client dissatisfaction with turnaround time?