Running really behind? Hit a snag? Scope of work issue? While it may be tempting to put off giving bad news to customers, proactive communication always turns out best. Make it easier to share unfortunate news by practicing regular communication. Ideally, consistent updates allow you to surprise and delight customers with plenty of good news, creating trust to leverage when challenges strike.
Progress Updates and Status Updates
When you’re in the construction business, it’s wise to build ongoing communication with customers into your routine. Updates don’t have to be lengthy or complex to be effective. By consistently letting customers know what’s happening, and what’s next, you’ll give them plenty to be pleased about. You’ll also have a built-in way to communicate less good news when trouble crops up. Shawn Van Dyke of Construction Business points out that proactive communication is always best, and reminds us: “There’s no easy way to deliver bad news, but doing it sooner will save you a lot of stress, and get it off your back so you can start working on the solution sooner…..If you wait until the last minute, you’ll be dealing with two problems – THE problem itself and a frustrated customer.”
According to Van Dyke, it’s best practice to send a standard progress update in advance of each phase of a project, and a customized status update related to specific phases of the project. Here are his examples of progress and status updates:
Upon contract execution: “Now that we have executed the contract, we are beginning the Mobilization Phase of your project. Here’s what happens next…” This progress update informs the customers where they are in the overall process.
A status update…may look something like this:“I just wanted to let you know that the dumpster should be delivered Tuesday morning between 8am and 10am. You don’t need to be home. We have directed our crews to place the dumpster on the plywood we placed on the right side of the driveway. I’ll let you know if anything changes.”
As a result of receiving regular progress and status updates that are full of good news, your customers will hopefully be pleased with your work overall, and may even be surprised and delighted by your professionalism. Ultimately, the trust that is built through consistent communication makes it a lot easier to share challenges and work into solutions: “Your customers, as much as they might not like to hear it, will appreciate the honesty and timeliness of your communication.” For example, after several weeks of solid status updates, you might report: “The countertops were supposed to be delivered on Friday, but the crews got backed up. We are disappointed with this delay, but we decided to let the painters finish…”
Good To Do: Avoid Reacting In The Heat of The Moment
While ongoing communication is great for business, losing your temper is not. Seems obvious, but let’s be honest, we’ve all been there. This happened, then that happened, and suddenly, we’re mad hot and firing off an email or grabbing the phone in anger. Though an outburst might feel good for a few seconds, it’s of course best not to blow a relationship because you are steamed up. Remember, hard-won trust is all too quickly and easily broken through unproductive conflict:
You have the power to build awesome relationships and projects….If you are able to respond professionally and keep your team focused you will avoid problems, prove that you are not like other contractors and everyone will be a lot happier … .Just because construction is a fast-paced industry doesn’t mean you should always trust — and act on — your immediate reaction…Staying professional requires a change in mindset combined with the right habits.
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