We all know that in business, the customer is always right. This expression couldn’t be more true when managing construction projects.
Providing your customer with quality service, value for money and an overall positive experience is a guaranteed way to secure repeat business and encourage word-of-mouth.
Thomas, the CEO of Trähus, shares his top tips on how he manages customer expectations.
Adjust your communication style
As humans, we are all so unique. Each customer is an individual with their own set of needs and wants.
Dealing with different types of people can be challenging. A great skill that I have developed as a Project Manager is being able to adjust my communication style based on the type of customer I’m working with.
For example, some of my customers may feel the need to be constantly updated while others might find it excessive. As a Project Manager, being able to differentiate between these two different types of customers has become my superpower.
Adapting my style and approach shows my customers that I care about communicating effectively to meet their specific needs.
Honesty is the best policy
Honesty is always the best policy, no matter what. I try to remain open and transparent with my customer being sure to tell them everything: the good, the bad, and the ugly.
Being honest is the best way to form a strong relationship with my customers. It’s important that they feel as though they can depend on me and my team to get the job done.
Delivering bad news can be uncomfortable. In order to put my customers’ minds at ease, I try my best to approach any situation equipped with solutions.
Customers are guaranteed to have follow-up questions. Having the answers ready and waiting shows my customers that I am prepared and competent.
Construction is personal
I aim to be extremely sensitive to my customers’ emotional needs.
Sometimes, as contractors, we tend to view a job as purely a job. But for your customers, this is their home, their business, or their livelihood.
I help my customers visualize the final product by involving them in the process. This way, they can begin to understand how things work. I allow them to be a part of decision-making so they feel as though their opinions are being heard.
Update your customer
Depending on the size of the company, the Project Manager isn’t always able to be on-site every day.
Documenting plays a crucial role in keeping my customers up to date. My team uses Buildbite to document each phase of construction giving them the opportunity to update the customer.
Receiving positive feedback from the customer instills a sense of pride and ownership within my team. This, in turn, encourages them to want to do the best job possible. That’s where the magic happens!
Customer satisfaction guaranteed
Customer expectations will always be high, but they are easily manageable. It’s all about the approach you decide to take when it comes to communication and honesty.
Learning how to navigate my professional relationships effectively and how to foster a strong spirit within my team assures my customers that they have made a good choice in trusting me with their business.
This is a definite way to provide them with a top-notch experience that not only meets their expectations but exceeds them too!
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