When you’re working on a remodel that takes several months to complete, how do you keep the client in the loop on your progress and what sort of information do you provide them?
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Keeping clients in the loop is a very important part of any project big or small. Keeping an eye on finances, making sure everybody is where there supposed to be everyday and doing what there supposed to do while doing it safely.
I lay out the entire plan for the project, the materials and the timeline.I constantly keep the clients updated on costs and if there are any unexpected issues. Also ensuring that all work is being met and the clients are satisfied.
I keep customer in the loop no matter how big or small the job. Its one of the reason I retain 100% of my customers. On larger projects past one week I set up a website and give them access so they can see all schedule and progress updated daily by my employees. Customers have instant access to all phases of construction and if any delays happen they even know whos scheduled for work each day and tasks they are to complete. My customers really enjoy knowing every aspect of the project and they dont have to call or email to find out. Small jobs is more of a one on one through the process.
A combination of techniques can really help develop good relationships through excellent communications.
Find out when your client typically visits the project and make sure you are there to go through it with them. Meeting at least once a week (preferably more often) really shows you care and are on top of the project. Memorialize any changes and/or decisions made at the meetings, in writing via email or written documents.
All changes, especially those where costs will be modified, must be sent in writing and signed by your client. Project status and completions schedules should be included in every email update.
Phone calls, emails and written updates should be done on a “more is better than less” basis. Treat your clients like you would expect to be treated if you were involved with the most important project of your life…anything less just asks for unnecessary problems and ill-will.
I hope this helps!
Always tell your client exactly what you are doing. Never do anything without informing them first. Also if it is a bigger job, make weekly meeting to keep them up to date on your progress.
Up front contract - explain as much as the process as possible, so your customers know what to expect. Create a timeline, that is achievable - do not sugarcoat, or over-promise. Communicate as much as possible. On a smaller project, get it done, and follow up. On a larger one, maybe set a communication schedule - like 1.) lets meet every friday to talk about this, where we are, or what to expect, or 2.) Lets setup the best method to communicate everything - maybe its a weekly email, and meet on site at a paticuliar junction of the job.
The BEST method of communication is whatever your customer PREFERS. By asking these questions as a contractor helps to keep your clients on top of the situation.
Be up front about each componet of the remodel and what each phase entails. The more up front you are from the beginning to the end the smoother the project and process usually is.
In this day and age it is very easy to keep your client in the loop during a remodel and very beneficial to everyone! Even when things are going great it is at least good practice to shoot the client a text or email everyday that documents the progress and explains what can be expected the following day! I like to do this later in the evening after my schedule is set for the following day so that the expectations set are realistic based on your schedule for the following day! Pictures don’t hurt, especially for the client who is travelling for work or justo ut of town!