How the Best Contractors Handle Client Complaints

There is no way around it: No matter how great your work is as a California licensed contractor, no matter how fair your prices are and how hard you try to please clients, there are going to be some who complain to you about your work.

Thankfully, this happens very rarely to the best contractors. Still, there are lots of things that could happen on a project that are outside of your control, from rising material prices to inclement weather and even poor performance by employees or subcontractors. Sometimes, things just aren’t going to go as planned, or clients are going to come into the process with unrealistic expectations.

So, when you do face client complaints, what’s the best way to handle them? Here are some steps the best California construction contractors take:

Bite your tongue. In most cases, it’s usually easier to just fix a problem to the client’s satisfaction than it is to argue with them about the cause. Your reputation (and time) are usually more important than a tiny bit of profit.

Be as polite as possible. Sometimes, homeowners, business owners, and others take these issues very seriously. Try not to add fuel to the fire by raising your voice or being overly aggressive. Instead, calm them down and try to remain as calm and polite as you possibly can.

Keep great records. In situations where there isn’t an easy fix to the problem, it helps if you have solid contracts, project notes, photos, and other details on your side. These could be helpful in clearing up misconceptions, or if more serious steps have to be taken.

Protect yourself. In the event that things have to end up in court, or that the client is leaving you bad reviews that could hurt your business, bad mouthing you to other potential customers, etc., it’s time to make sure your business is protected. At that point, a good attorney, insurance firm, or other advisor can be invaluable.

Complaints are just part of life, and as long as you do quality work, they will probably be few and far between. Still, knowing the right ways to handle them will help you stay calm and keep small complaints from affecting your contracting business.

Interested in learning more about the best ways to grow your business? Why not check out our list of upcoming CSLS courses today and see how we can help you take your business and career to the next level?