Each project you get is different in some aspects from the previous one. Along with the description, you will deal with new people. The behavior, request, and thinking of each person are unique. While you get along with some, it can be disastrous in other cases.
It is crucial to have a healthy relationship with your client during projects. It pays dividends if you extend it after the project is completed too. We are here to guide you if you accidentally cracked that relationship.
Assess The Problem & Damage
When you do something wrong during work, what do you do? You stop the work and assess the problem. How did it happen? Is the problem big or small?
Similarly, take a step back and think. There is a possibility that you won’t even notice the problem. Have an honest talk with your client and ask about their grievance. Then analyze if you are the reason behind that damage. Doing this might seem small, but this helps you understand how badly your wrongdoing hurts the client. Once you know the damages, you can work to solve them.
Own & Apologise
Believe it or not, contractors have a poor reputation among the homeowners. They are considered haughty and known for charging more than needed.
This means that your client might have an acute perception of you. Improve that by owning up to your mistake. Many contractors shy away from this, standing up and acknowledging your downfall could be your differentiating factor. After that, apologize for what you did. The apology should be honest. Tie that up with a promise to improve on this mistake. This can be tough if you are not directly at fault. But your team’s mistakes are your mistakes too.
Re-build The Trust
This part is the toughest. Re-building trust is a very time-consuming process. You should approach this with utmost patience and understanding.
By apologizing, you have taken your first step. Inquire deeper on the issues your client faced and ask what they would like you to do. A calm discussion between both the parties can figure out what kind of reparation they want. Do not assume that one deed from your side will wash away your sins. Trust is difficult to get back once it is lost. Strive to be transparent about your problems, solutions, and actions to avoid these in the future. You can offer to pay for damages. Alternatively, give them discounts on current or future projects.
Study Past Negatives
This one is for the future. If you suffer from this often, reshape the way you work.
Some customers can be troublesome but multiple complaints point the finger at you. Call up past customers to study what went wrong. If you need to change your approach, then do so. This is essential because having good customer relations boosts your business.
These will help you mend damages to an extent. Try to always give your customers the respect they deserve. Here are 6 key tips to build a hall of healthy client-contractor relationships.
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