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If you work as a window contractor or do specialty contracting like installing house siding, chances are good that at some point in your company’s existence, a mistake will happen. No one’s perfect and mistakes do happen on occasion, however, the true measure of a business is how they react to the mistake. A less than scrupulous window contractor might just pack up and leave the job site, leaving customers with a big mess to clean up. However, if you operate your business with customer service as a priority, you’ll take these steps to make sure your customers are happy. If There’s A Problem With House Siding Or Another Installation, Apologize ImmediatelyIf you’re doing work as a siding contractor and uncover a mistake during installation, address the problem and most importantly, apologize immediately. If it was a subcontractor who actually made the mistake, don’t play the blame game. The customer doesn’t care who made the mistake, they just want it corrected – and fast. Common mistakes on siding projects might include; accidentally broken patio furniture, stepped on landscaping or other minor damage surrounding the project site.An Apology Doesn’t Mean You’re Admitting FaultIf something goes wrong with a house siding job and you’re the siding contractors, there’s a very fine line between apologizing and admitting fault. Admitting fault opens your company up to a lawsuit so try to keep your wording vague. Don’t apologize for something specific, such as “I’m sorry my employee broke every piece of your Grandmother’s wedding china,” or “I’m sorry we trampled through your prize-winning rose bushes.” Instead, simply apologize for the inconvenience. The client will hear the “I’m sorry,” and chances are that will be enough.Ask The Customer What Type Of Solution Is Appropriate And AcceptableAs you apologize for the mistake, whether it’s due to a window contractor or other contractors, talk with your client. Ask them straight out what is the best way to make them happy and correct the situation. Some clients will only ask you to correct the mistake, while others will demand a refund of some of their costs. Some of the most difficult customers may even ask that you contact a building inspector to review the project. If the customer wants to go this route, work hard to win back their trust so you can fix the problem yourself. Explain that since you’re already knowledgeable about what happened, you’ll be the best resource when it comes to correcting the mistake. If You’re The CustomerIf you’re the customer and it’s your home that’s been inconvenienced, remember that your window contractor or other contractors are only human. They likely didn’t plan to inconvenience you or try to damage something in your home. Remain calm and rational and your siding contractors or roofing contractor will try to bend over backwards to fix your problem. No matter if you’re the window contractor or the client when a mistake is made, acting calmly can help diffuse the situation. If you’re the siding contractor who’s made a mistake with a customer’s home, using these tips can help you gain a customer for life, in spite of a problem.
Article Tags:
House Siding, Window Contractor
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ABOUT THE AUTHOR
Chris Harmen writes for Opal Enterprises, siding contractors in Oakbrook who can install house siding in Lisle and the surrounding areas. Customers can also call Opal Enterprises to find a roofing contractor in Hinsdale.