How to Deal With Homeowners Who Text Too Much
Unless it’s an emergency, pros advise setting firm boundaries and using technology to make communication more efficient
These days we’re more accessible than ever, thanks to an array of technology tools that keep us connected. Clients can reach out through a phone call, email or text — and they do.
But how do you handle a client who abuses that convenience and ends up texting you incessantly? At all hours, and for dozens or even more than 100 times per day? We reached out to some savvy pros for tips on getting this client communication problem — which we’ve heard horror stories about — under control.
But how do you handle a client who abuses that convenience and ends up texting you incessantly? At all hours, and for dozens or even more than 100 times per day? We reached out to some savvy pros for tips on getting this client communication problem — which we’ve heard horror stories about — under control.
Have ‘the Talk’
Then there are those clients who know the rules but ignore them. You might need to address the issue — in a diplomatic manner, of course.
Barbra Bright of Barbra Bright Design in San Francisco tells her clients upfront that she responds to texts only on Mondays through Fridays from 9 a.m. to 6 p.m. “Let’s assume they only text me between 9 and 6, but way too much,” Bright says. “Then it’s time for ‘the talk.’ I explain that texting is not always the best way to communicate since I’m often driving, in meetings, or knee-deep in projects. Instead of texting, l’ll suggest we schedule a call to answer all their questions — old school!”
Bill for All of Your Time
While “the talk” can be effective, designer Sabrina Alfin of Sabrina Alfin Interiors uses another simple policy to help keep communications corralled: She bills in 15-minute increments. That means that if she spends two minutes responding to a client text, she bills for 15 minutes of work. A text exchange that takes 20 minutes gets rounded up to 30 minutes.
Alfin clearly states her billing policy and clients agree to it, just as they know to expect a text response within 24 hours but not necessarily immediately. “I don’t call out heavy texting per se, unless that is the reason we’re going over for the whole job,” she says. “If I feel the clients are abusing the texting privilege, I will suggest we have a meeting — either in person or online — to discuss all the concerns in one go. It’s way more efficient to go through everything at once.”
Then there are those clients who know the rules but ignore them. You might need to address the issue — in a diplomatic manner, of course.
Barbra Bright of Barbra Bright Design in San Francisco tells her clients upfront that she responds to texts only on Mondays through Fridays from 9 a.m. to 6 p.m. “Let’s assume they only text me between 9 and 6, but way too much,” Bright says. “Then it’s time for ‘the talk.’ I explain that texting is not always the best way to communicate since I’m often driving, in meetings, or knee-deep in projects. Instead of texting, l’ll suggest we schedule a call to answer all their questions — old school!”
Bill for All of Your Time
While “the talk” can be effective, designer Sabrina Alfin of Sabrina Alfin Interiors uses another simple policy to help keep communications corralled: She bills in 15-minute increments. That means that if she spends two minutes responding to a client text, she bills for 15 minutes of work. A text exchange that takes 20 minutes gets rounded up to 30 minutes.
Alfin clearly states her billing policy and clients agree to it, just as they know to expect a text response within 24 hours but not necessarily immediately. “I don’t call out heavy texting per se, unless that is the reason we’re going over for the whole job,” she says. “If I feel the clients are abusing the texting privilege, I will suggest we have a meeting — either in person or online — to discuss all the concerns in one go. It’s way more efficient to go through everything at once.”
Recognize the Costs of Task-Switching
If it seems hard to bill for time you spend texting a client, it might help to put that time into perspective in terms of its true cost. Responding to a client text is part of the job, but it also can take you away from other tasks — whether that’s ordering plumbing fixtures for a project or making dinner for your kids.
This is important because research shows that multitasking or task-switching results in a measurable loss to productivity. For maximum efficiency, it’s usually best to focus on the work at hand. After all, your clients would want to get most from your skills and your time.
And when it comes to late-night or all-weekend-long texts, it would be understandable if you felt that except for emergencies, answering immediately might not be the best use of your personal time. “Unfortunately, many contractors feel the need to respond immediately since they feel like it is their job to always be there for their clients,” Feinmann says. “That creates poor boundaries.”
Use Project Management Software to Keep a Paper Trail
When Machi Medrzycki, general contractor at MLM in New Orleans, was dealing with an overwhelming amount client texts, he found a simple solution. “We implemented project management software and got all means of communications fed through the system,” he says. “We make a point for [home]owners to use the system to consolidate the information.” A software that streamlines communications is much simpler for both pros and clients than is scattering project conversations across a mix of emails, calls and texts.
It’s even more helpful if that project management software includes tools to support the type of information sharing you do as a home remodeling or design professional. “Get some project management software that allows the client access to plans, designs, furniture options,” Alfin suggests, “and have them comment there so there’s a ‘paper trail.’”
There are many great project management programs out there. Houzz Pro was built specifically to help designers and builders, as well as other home remodeling pros, streamline their client communications and better manage their businesses. Builders can use Houzz Pro to share photos and files, and send estimates and invoices for client approval and payment. They can also use Houzz Pro to share and update project timelines, add daily logs and empower homeowners to log in anytime they want a progress report.
Your turn: Have you dealt with a client who texts incessantly? If so, please share your strategies for handling this situation in the Comments.
More for Pros on Houzz
Read stories in our Resilience series
Learn more about Houzz Pro software
Talk with your peers in the Pro-to-Pro discussions
Join the Houzz Trade Program
If it seems hard to bill for time you spend texting a client, it might help to put that time into perspective in terms of its true cost. Responding to a client text is part of the job, but it also can take you away from other tasks — whether that’s ordering plumbing fixtures for a project or making dinner for your kids.
This is important because research shows that multitasking or task-switching results in a measurable loss to productivity. For maximum efficiency, it’s usually best to focus on the work at hand. After all, your clients would want to get most from your skills and your time.
And when it comes to late-night or all-weekend-long texts, it would be understandable if you felt that except for emergencies, answering immediately might not be the best use of your personal time. “Unfortunately, many contractors feel the need to respond immediately since they feel like it is their job to always be there for their clients,” Feinmann says. “That creates poor boundaries.”
Use Project Management Software to Keep a Paper Trail
When Machi Medrzycki, general contractor at MLM in New Orleans, was dealing with an overwhelming amount client texts, he found a simple solution. “We implemented project management software and got all means of communications fed through the system,” he says. “We make a point for [home]owners to use the system to consolidate the information.” A software that streamlines communications is much simpler for both pros and clients than is scattering project conversations across a mix of emails, calls and texts.
It’s even more helpful if that project management software includes tools to support the type of information sharing you do as a home remodeling or design professional. “Get some project management software that allows the client access to plans, designs, furniture options,” Alfin suggests, “and have them comment there so there’s a ‘paper trail.’”
There are many great project management programs out there. Houzz Pro was built specifically to help designers and builders, as well as other home remodeling pros, streamline their client communications and better manage their businesses. Builders can use Houzz Pro to share photos and files, and send estimates and invoices for client approval and payment. They can also use Houzz Pro to share and update project timelines, add daily logs and empower homeowners to log in anytime they want a progress report.
Your turn: Have you dealt with a client who texts incessantly? If so, please share your strategies for handling this situation in the Comments.
More for Pros on Houzz
Read stories in our Resilience series
Learn more about Houzz Pro software
Talk with your peers in the Pro-to-Pro discussions
Join the Houzz Trade Program
The first solution to excessive texting is preventative: scheduling enough calls or meetings to discuss issues and answer questions. Most clients will have questions about the design, remodeling or landscaping process, and having meetings to help them know what to expect and update them on progress can go a long way toward building trust that you have everything under control.
Set Boundaries for Communication Upfront
But if you still have a problem with a client texting an excessive amount, you may want to look back to the early conversations you had with that individual. It’s always a good idea to let clients know at the beginning of the relationship when you are available to respond to their phone calls, texts or emails — and then to stick with the established rules.
“Clients think they can text contractors at night and all throughout the weekends,” says Peter Feinmann, president of design-build firm Feinmann in Lexington, Massachusetts. “I think the best way to handle this is to purchase a phone only for the business, and then let clients know that you will not look at texts after 6 p.m. during the week and not at all during the weekend.”
The conversation about your working hours doesn’t have to be a big deal, but can instead simply be you stating the times you’re available. It helps if you can give homeowners a time frame in which they can expect to hear back from you, whether that’s 24 hours or two business days. Most people will respect your boundaries, but those who have trouble can later be reminded of what you discussed.
Emergencies, of Course, Are Different
Of course, in home remodeling emergencies do occur, and as a business owner you obviously need to be able to respond to them. “We call it ‘fire, water, wire, heat,’” Feinmann says. “If a client reaches out during off-hours regarding these items, one will respond.”
Given this reality, you do need to make sure that someone — whether that’s your project manager or job foreman or the homeowner themselves — knows how to reach you in a true emergency. Just make sure that what constitutes an emergency, and how to reach you should one occur, is spelled out clearly.
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