Over the past few episodes of Let’s Talk Service, we’ve discussed the role we all take on as customers, how to remedy apathy in the customer service world, and how customer service is a partnership between the customer and the business. Join us on today’s episode, where we are reviewing these notions specifically through the lens of contractors that provide service within the home.

This episode, we discuss:

[05:17] What to do before inviting a contractor into your home

Before you invite a contractor into your home, you should first ask yourself what your expectations are for timelines, communication, and more. When you start your professional relationship off with clear expectations, you leave less room for misunderstandings and miscommunication. 

[05:53] An example of taking responsibility and control when hiring a contractor

Let’s say I’m having my kitchen renovated. The first thing I’m going to do is ask around and talk to people who have recently had their kitchens renovated, and may even ask to see the completed project. I’m going to ask them what they feel went well with the project and what they feel could have been better. I will check the legitimacy of choices by vetting them through the Better Business Bureau and then I’ll ask the business I choose to meet with for written references.

[08:35] Ways to mitigate risks from the start of the project

After I’ve selected a contractor to work in my home, the first thing I want to do is set up a meeting to discuss how that contractor works and to lay out expectations around communication, pricing, selection of items used, markups, and more. This meeting will help mitigate risks going forward.

I like to ask the contractor about the last time they received feedback that they felt was unjustified. Hearing that experience from their perspective will allow me to open the discussion about how to communicate when things aren’t going well with the project. I like to be clear that I want to hear any bad news that may arise, so that I can help deal with any issues going forward.

[10:02] Setting clear expectations

Setting clear expectations will help ensure a smooth project with your contractor. Holding a meeting before the project to discuss expectations and communication can be a wonderful display of partnership. When you’ve established what you expect, it makes it easier to address anything that doesn’t meet those expectations. For example, if you asked for a project plan every week, and it isn’t sent to you, you can connect with your contractor and make them aware of the issue because you’ve already had a clear conversation about your expectations.

Thank you for listening! I’d love you to join me for a new episode every other Tuesday and hear from our guests and their perspective on fabulous customer service. If you’re interested in more information, check out Bond and Des Voeux on Instagram!