Doing remodeling work is full of uncertainty. A very good scope of work and estimate is a way of reducing, not eliminating, risk.
All this planning is pointless if the job is approached as simply manipulating materials.
Instead of looking at the project as a lot of things to be done, it is important to see it through the eyes of your client. What does that mean?
Cleanliness
Even when the clients’ house is in demolition phase, it is still more than their house. It is their home.
Keeping it clean reduces the uncertainty and fear the clients might otherwise feel. This means doing so even when it means staying a little late. Each day you and your people have the chance to succeed or fail in the eyes of your client. There are no holidays once the job starts.
Order
Suppose the clients have asked that fixtures that they want to save are put in a safe place. Then the clients show up and see those fixtures scattered throughout the demo area.
How do you think that makes them feel? Scared and apprehensive, I’d bet.
Different materials to be used in the remodel show up on site. Keeping them stacked neatly and protected makes your clients feel like they are in good hands. Having these items scattered all over the place fills them with uncertainty.
Communication
When your employees and you get busy, simple but essential things get set aside.
One of them is timely communication with your clients. After all, the thinking on the job site goes, they want us to get done sooner than later so we don’t have the time to talk to them.
Regular, dependable structured communication with your clients is something that they might take for granted will happen. It might not seem that important to them before the job starts. Remember that they had a series of interactions with other member of the company during the sales/design/estimating process. And that process took place before their home was torn up and they began living with lots of inconveniences.
Set expectations and exceed them regarding when and how communication will take place. Posting updates and photos online have benefits, but they are not communication. Communication is when people are looking each other in the eye and speaking. Body language and tone are so important. Set up a regular weekly meeting and always have it. Your clients are live far away? Do the meeting over the phone or use video-conferencing.
Most projects end up “well” from the craft point of view. Make sure your clients can see the craft without their eyes being clouded by the bad experience that your company gave them.
All of what I am suggesting doesn’t cost much. And if you think it is meaningless, have your company remodel your home without taking any of these “incidental” steps. Then you will get what I am talking about, as you, the client, see it through your own eyes.
