How to Handle Clients When They’re Upset, Unruly or Unreasonable
Pros share how they refocus stressed-out homeowners back on project goals and outcomes when they lose their cool
Home remodeling projects can bring out the best or worst in homeowners. With project costs on the rise, work delays increasing and emotional ties to their homes always a factor, clients are bound to lose their cool at some point. When they do, it’s up to you to guide them through challenges and right the ship.
Seven design and construction pros share how they manage unruly clients and keep their projects on track. Take a look at these tips, then in the Comments share your experience with handling unhappy clients and how you made things right.
Seven design and construction pros share how they manage unruly clients and keep their projects on track. Take a look at these tips, then in the Comments share your experience with handling unhappy clients and how you made things right.
Talk things out in person to defuse tense moments and avoid future misunderstandings. Owner and founder April Bettinger of Nip Tuck Remodeling says clients often get upset because they have unrealistic expectations from the start. This can create confusion or conflict at any point during a home project. “The best thing to do is always hear them out. Do it in person whenever possible and work out a mutually agreed solution,” Bettinger says. “Text and email should not be used, in my opinion, to work out a solution, as parties can read emotion that doesn’t exist.”
Houzz Pro software can help streamline your communication with clients and keep them up to date on their projects. For example, you can share daily logs, schedule meetings and send quick messages through the app.
Learn more about Houzz Pro all-in-one business software
Houzz Pro software can help streamline your communication with clients and keep them up to date on their projects. For example, you can share daily logs, schedule meetings and send quick messages through the app.
Learn more about Houzz Pro all-in-one business software
Remain Calm and Respectful
Don’t match your customer’s energy when they lose their cool. Maintaining a level head and respect is crucial to getting through any difficulties.
JD Staley, CEO of Staley Transformations, says it’s important to keep calm and empathize with homeowners and provide clear explanations when they’ve blown a gasket. Sometimes it’s not your fault when issues arise. “If they are unreasonable or have unrealistic expectations, then help them understand industry standards,” Staley says. Manufacturer errors, unforeseen accidents or supply chain delays can wreak havoc on a home renovation project. Kindly enlighten them on the state of the industry, where things went wrong and how you plan to make progress.
5 Ways to Prepare First-Time Remodelers Before Work Begins
Don’t match your customer’s energy when they lose their cool. Maintaining a level head and respect is crucial to getting through any difficulties.
JD Staley, CEO of Staley Transformations, says it’s important to keep calm and empathize with homeowners and provide clear explanations when they’ve blown a gasket. Sometimes it’s not your fault when issues arise. “If they are unreasonable or have unrealistic expectations, then help them understand industry standards,” Staley says. Manufacturer errors, unforeseen accidents or supply chain delays can wreak havoc on a home renovation project. Kindly enlighten them on the state of the industry, where things went wrong and how you plan to make progress.
5 Ways to Prepare First-Time Remodelers Before Work Begins
Refocus the Client’s Attention on Project Goals
Redirect the homeowner’s testy energy and attention to moving forward. “I talk to clients calmly with a solution and smile and try to get them back on track with the ultimate goal: their new project,” builder Michael Griffin of Capitol City Wood Works says.
Take the lead and model good behavior and reason to help reset your client’s priorities. “Our attitude facing complications will determine the degree of their severity,” designer Angel Riveros of AIR Studio says. If you have a big reaction to a mistake or delay, chances are the client will mirror your response. “Our confidence and leadership will guide everyone back to what matters the most: completing the project, making clients happy and getting lots of likes” online, Riveros says.
Redirect the homeowner’s testy energy and attention to moving forward. “I talk to clients calmly with a solution and smile and try to get them back on track with the ultimate goal: their new project,” builder Michael Griffin of Capitol City Wood Works says.
Take the lead and model good behavior and reason to help reset your client’s priorities. “Our attitude facing complications will determine the degree of their severity,” designer Angel Riveros of AIR Studio says. If you have a big reaction to a mistake or delay, chances are the client will mirror your response. “Our confidence and leadership will guide everyone back to what matters the most: completing the project, making clients happy and getting lots of likes” online, Riveros says.
Don’t Take Things Personally
Clients have strong emotional ties to their homes, so when things aren’t going right they’re bound to make some noise. Remind them that your job is to make their home beautiful and functional and that when issues arise you’re there to fix them. Then remind yourself not to sweat the small stuff.
Sometimes homeowners will take their unresolved issues out on you. It’s not always personal. Simply listen, then help guide them back to the project at hand.
“Thick skin is a must in any remodeling or new-construction project, for both homeowners and professionals,” Riveros says. “One way or another there will be uncomfortable situations to encounter and deal with: negotiations, delays, errors and many others. Be prepared to be amazed and disappointed.”
How to Support First-Time Remodeling Clients During Project Work
Clients have strong emotional ties to their homes, so when things aren’t going right they’re bound to make some noise. Remind them that your job is to make their home beautiful and functional and that when issues arise you’re there to fix them. Then remind yourself not to sweat the small stuff.
Sometimes homeowners will take their unresolved issues out on you. It’s not always personal. Simply listen, then help guide them back to the project at hand.
“Thick skin is a must in any remodeling or new-construction project, for both homeowners and professionals,” Riveros says. “One way or another there will be uncomfortable situations to encounter and deal with: negotiations, delays, errors and many others. Be prepared to be amazed and disappointed.”
How to Support First-Time Remodeling Clients During Project Work
Own Your Mistakes
Remind clients that accidents and mishaps are to be expected. “We explain to our clients that everyone involved in remodeling projects is human, and we’re not perfect,” says designer and showroom manager Kate McNamara of InDesign Kitchen and Bath Remodeling. “Delays and mistakes can happen, and we make our very best effort to mitigate any issues before they create deeper problems in the project.”
Always take accountability and make it right. “If it is my mistake or falls under my purview, I own it and correct it,” Staley says.
On the other hand, hold your client to the same standard. After all, they’re the most important member of the project team. “Don’t be afraid to tell them they are wrong — if they are,” says Gregory P. Sforza, president of Done Right Remodeling.
Remind clients that accidents and mishaps are to be expected. “We explain to our clients that everyone involved in remodeling projects is human, and we’re not perfect,” says designer and showroom manager Kate McNamara of InDesign Kitchen and Bath Remodeling. “Delays and mistakes can happen, and we make our very best effort to mitigate any issues before they create deeper problems in the project.”
Always take accountability and make it right. “If it is my mistake or falls under my purview, I own it and correct it,” Staley says.
On the other hand, hold your client to the same standard. After all, they’re the most important member of the project team. “Don’t be afraid to tell them they are wrong — if they are,” says Gregory P. Sforza, president of Done Right Remodeling.
Andrew Baker, business development manager of ING Construction, says he strikes a sincere tone when trying to right his wrongs and asks clients questions such as, “What would you like to happen and how can we correct this situation?”
Finding a workable solution is a collaborative effort. Take their input seriously when you make a mistake, then together decide the best way to forge ahead.
More for Pros on Houzz
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Finding a workable solution is a collaborative effort. Take their input seriously when you make a mistake, then together decide the best way to forge ahead.
More for Pros on Houzz
Read more stories for pros
Learn about Houzz Pro software
Talk with your peers in the Pro-to-Pro discussions
Join the Houzz Trade Program
When things go awry and clients get grouchy, it’s important to take a step back and listen. It can be difficult to hear customers when they’re riled up, but listening intently before you offer a solution can make a big difference. And when you do speak, do it softly and calmly so the client will have to lower their voice to hear what you’re saying.
When clients don’t feel heard, they can become agitated and feel misunderstood or undervalued. This can put a strain on the professional-client relationship and lead to more problems down the line.