7 Client Communication Tips for Remodelers and Builders
Agree on a schedule for project updates, establish a point person, set phone boundaries and more
Being a general contractor involves managing countless moving parts. You’re the hub connecting everything and everyone involved in making a project successful. That’s why effective communication strategies are so crucial to your success. Even the most straightforward renovation involves a steady stream of details that need to be outlined, reviewed, rehashed, approved and sometimes reapproved. When communication flow is poor, this can lead to delays, costly mistakes and an unhappy client who won’t recommend or rehire you in the future.
To pave the way for smooth and direct communication, start with a contract that clearly details designs, specifications, estimates, materials and schedules. And don’t just have your client sign it; walk through it together and take the time to ask whether there are any questions or concerns. This ensures that everyone’s on the same page before the project begins. Here are some ways to keep the communication process clear and efficient from that point forward.
To pave the way for smooth and direct communication, start with a contract that clearly details designs, specifications, estimates, materials and schedules. And don’t just have your client sign it; walk through it together and take the time to ask whether there are any questions or concerns. This ensures that everyone’s on the same page before the project begins. Here are some ways to keep the communication process clear and efficient from that point forward.
2. Establish a Point Person
Walking onto the job site, your client could encounter anyone from the plumber to the framer to a supplier and decide to raise important questions or requests. That’s why it’s important to establish a point person to handle all of these communications. It could be you or someone else at your company. Not only does this help ensure that things are addressed in a timely and appropriate fashion, it keeps the communication process (and, in turn, the overall project) from feeling chaotic for everyone involved, including your subs. There should also be an internal chain of command that those working for you can use to redirect client concerns or ensure that their own questions or suggestions are heard and addressed.
Walking onto the job site, your client could encounter anyone from the plumber to the framer to a supplier and decide to raise important questions or requests. That’s why it’s important to establish a point person to handle all of these communications. It could be you or someone else at your company. Not only does this help ensure that things are addressed in a timely and appropriate fashion, it keeps the communication process (and, in turn, the overall project) from feeling chaotic for everyone involved, including your subs. There should also be an internal chain of command that those working for you can use to redirect client concerns or ensure that their own questions or suggestions are heard and addressed.
3. Let People Know How and When to Reach You
Choose a single contact method as your preferred one for clients to use, be that leaving a message for you at the office, calling or texting your cell, or sending an email. Let them know during what hours you are reachable for urgent issues, and how long you generally take to respond to less-urgent questions. This way, they won’t expect that you’ll be accessible 24/7 but can feel confident that they’ll always receive a timely response.
4. Use Technology to Your Advantage
Cloud-based project management software is a game-changer when it comes to streamlining the communications process, whether you want to coordinate messages among numerous parties (your client, the architect, subcontractors, employees at your firm) or just between you and your clients. Each party can access the software via an app on a computer, tablet or smartphone to view the most updated versions of floor plans, spec sheets and selection schedules, or to send messages (the resulting conversation log can be helpful to reference if you run into misunderstandings down the line). Another way technology can improve communication: 3D and interactive models are an excellent way to ensure that everyone has the same vision for a project.
Choose a single contact method as your preferred one for clients to use, be that leaving a message for you at the office, calling or texting your cell, or sending an email. Let them know during what hours you are reachable for urgent issues, and how long you generally take to respond to less-urgent questions. This way, they won’t expect that you’ll be accessible 24/7 but can feel confident that they’ll always receive a timely response.
4. Use Technology to Your Advantage
Cloud-based project management software is a game-changer when it comes to streamlining the communications process, whether you want to coordinate messages among numerous parties (your client, the architect, subcontractors, employees at your firm) or just between you and your clients. Each party can access the software via an app on a computer, tablet or smartphone to view the most updated versions of floor plans, spec sheets and selection schedules, or to send messages (the resulting conversation log can be helpful to reference if you run into misunderstandings down the line). Another way technology can improve communication: 3D and interactive models are an excellent way to ensure that everyone has the same vision for a project.
5. Keep Conversations Clear and Concise
Whether you’re having a conversation in person or exchanging texts or emails, keep project-related discussions as clear, direct and specific as possible. Avoid over-explaining things or using technical terms that your clients may not be familiar with. You want them to fully understand what you’re trying to convey, not glaze over details only to call them into question on install day.
6. Always Be Upfront
When unexpected costs or delays occur, it’s best to make your client aware so they aren’t blindsided by any surprises later on. It’s also best to communicate such developments in person, not via email. Doing this demonstrates your transparency and willingness to be upfront, plus eliminates any risk of an important update being overlooked. If possible, present some potential solutions or alternatives that could be explored, framing the conversation around these to help clients come away feeling confident that you’re working hard to meet expectations despite an unforeseen challenge.
Whether you’re having a conversation in person or exchanging texts or emails, keep project-related discussions as clear, direct and specific as possible. Avoid over-explaining things or using technical terms that your clients may not be familiar with. You want them to fully understand what you’re trying to convey, not glaze over details only to call them into question on install day.
6. Always Be Upfront
When unexpected costs or delays occur, it’s best to make your client aware so they aren’t blindsided by any surprises later on. It’s also best to communicate such developments in person, not via email. Doing this demonstrates your transparency and willingness to be upfront, plus eliminates any risk of an important update being overlooked. If possible, present some potential solutions or alternatives that could be explored, framing the conversation around these to help clients come away feeling confident that you’re working hard to meet expectations despite an unforeseen challenge.
7. Keep Track of What’s Being Said
Whether it’s in an app on your phone or in a notebook, jot down some quick notes after each in-person conversation you have with your client about a project, including key topics, the date and the time. This can prove invaluable should you later need to untangle any confusion or disputes about when and how decisions were made. After important conversations, you can also send a summary to all the parties after the fact, as a way to recap as well as create a more formal record of what was discussed. Include these emails in a file for the current project, along with any other emails between you and your client.
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Whether it’s in an app on your phone or in a notebook, jot down some quick notes after each in-person conversation you have with your client about a project, including key topics, the date and the time. This can prove invaluable should you later need to untangle any confusion or disputes about when and how decisions were made. After important conversations, you can also send a summary to all the parties after the fact, as a way to recap as well as create a more formal record of what was discussed. Include these emails in a file for the current project, along with any other emails between you and your client.
More for Pros on Houzz
Read more stories for pros
Browse millions of photos for inspiration
Talk with your peers in the Pro-to-Pro discussions
Join the Houzz Trade Program
In your contract, include a schedule of when you’ll update your client on the project. For a homeowner’s first-time renovation, they might want you to touch base daily, while a seasoned real-estate investor may want only a biweekly report. Agreeing upon these expectations upfront will ensure that your client never feels left in the dark.