What can home remodelers do to improve performance and homeowner happiness?
It can be a challenge if you don't know what you don't know.
Every remodeler thinks they do a great job. I would like your opinion on where contractors fall short without even knowing it, and how they could improve their performance.
I thought i might get a little insight direct from homeowners about improving client relations. I have spent many years as a student of my industry and learned much from industry experts and my clients.
My thought is that the core of great customer service is communication.
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It amazes me that no hometalkers had something to contribute to my question.
I think you actually posed a great question here. I agree with you on the importance of communication. This has been discussed before so I'm sure others will chime in on this one as well--it's an important topic! http://www.hometalk.com/activity/124075
Homeworks, I am a homeowner & I tell can tell you what I want. You try to work with me & you decide what to do based on what you believe I want. Please understand that as a homeowner I don't often know enough about the job I want done. I just know what I want.
The problem is:
I must understand you and you must understand me. On a small project this may not be as
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difficult. On a complex project it it probably needs someone to write detailed specs and explain the specs to the buyer and company that has to make it work.
Communicaion, communication, communication. Also, the homeowner has to do a thorough check of their contractors references and credentials. Sometimes, it is not a matter of taking the lowest or highest bid on a job, but actally seeing some of their previous work. I had a shoddy contractor the first time around, and the second time around I had a great contractor who charged 1/2 as much as the first one. I woud refer the second one to anybody anytime! The first one has since lost their license!!!
Miriam, I looked at the preceding conversation. I thought it was great although it was largely contractors voicing their opinions.
Sherie, I appreciate your insight into how difficult it can be to truly understand each other unless we are totally on purpose.
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Terri, it sounds like you picked up some valuable insights from your first go-round. I like your idea of visiting prior or ongoing projects of your prospective contractor.
I appreciate all of your homeowner insights into working with contractors.
i hope that more homeowners will be open to sharing their experiences.
I think a lot of it boils done to trust...I have some clients that I have known for decade or more. With this much "history" the back and forth dialogs go smoothly and efficiently.
I agree KMS, but trust needs to be established when a homeowner first meets a contractor. Establishing trust with someone you have just met can be very challanging.
Part of the reason I posted this question was to gain a deeper understanding of how the process is for the homeowner. It's easy for contractors to complain about dificulties in dealing with a prospective client. My thought is that the more we can see the process througe the clients eyes , the
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easier communication will be and the sooner we will earn the homeowners trust.
I communicate with my clients the way I would want a contractor to communicate with me as a homeowner. I listen, ask needs, goals, favorite colors, plants, themes, problems, look at their pictures of what they like or suggest. Show them my pictures, client pictures. I expect this back from a contractor. I just spoke to one regarding home repairs and he listened, and spoke to me without bragging about how great he is. He is coming over tomorrow for an estimate. I'll see if he is as good and effecient as he sounded.
I thought i might get a little insight direct from homeowners about improving client relations. I have spent many years as a student of my industry and learned much from industry experts and my clients.
My thought is that the core of great customer service is communication. ...»
It amazes me that no hometalkers had something to contribute to my question.
The problem is:
I must understand you and you must understand me. On a small project this may not be as ...»
Miriam, I looked at the preceding conversation. I thought it was great although it was largely contractors voicing their opinions.
Sherie, I appreciate your insight into how difficult it can be to truly understand each other unless we are totally on purpose. ...»
Terri, it sounds like you picked up some valuable insights from your first go-round. I like your idea of visiting prior or ongoing projects of your prospective contractor.
I appreciate all of your homeowner insights into working with contractors.
i hope that more homeowners will be open to sharing their experiences.
Part of the reason I posted this question was to gain a deeper understanding of how the process is for the homeowner. It's easy for contractors to complain about dificulties in dealing with a prospective client. My thought is that the more we can see the process througe the clients eyes , the ...»