By Mira Showers, CIPHE Industrial Associate member.
Keeping your clients in the loop: essential communication strategies for tradespeople
Your reputation is more than just the quality of your work… it’s how well you keep your clients in the loop.
The process is just as important as the end product. That means trust, transparency and regular communications. How you go about this is going to depend on your client; everyone’s different. So, it’s all about being fluid in how you keep your customers up-to-date.
Here’s how you can build a communication process that ensures your clients are always informed and aware of your work:
Start with clear expectations
You want to get off on the right foot from day one. When you first take on a job, agree with your client on the best way to stay in touch, whether it’s via phone, text, email, or in person.
Do they want daily progress updates? Do they want pictures? Make sure you both know how updates should be shared—and how often.
Everyone is different; some customers might want more; some will naturally want less. It’s down to you to establish, respect and maintain this. Set the expectation from the outset and stick to it.
Communicate in plain language
Not everyone knows what flanges, flow rates and greywater mean. So, when you’re explaining what needs to be done, discussing options and approaches or providing updates, try to summarise these points in the most clear and understandable terms.
If you need to use industry terms, explain what they mean, why they’re important and why they’re needed. This is going to help give you and the customer absolute clarity in both written and spoken communications.
Clarity is key; if everyone is on the same page, then you’re going to avoid misunderstandings and mishaps.
Provide regular project updates
Proactive updates reassure the customer that everything is running smoothly.
Even when it’s not, clear and regular updates can smooth the path. Anything can happen; there might be a materials shortage, an unseen issue that comes with a cost implication, or you may have a family emergency that needs your attention.
Being proactive with updates, however big or small, reassures clients. So, make sure you have a set routine for reporting progress. Whether it’s a call, an in-person catch-up up or just some regular WhatsApp messages.
Stick to this routine, share updates and milestones and if anything untoward or unexpected arises, move quickly to update the client… even if it sits outside of this routine.
Involve clients in decisions
Collaborative approaches are always best. Always remember, the client has come to you because you have the knowledge and experience to do what they cannot. While the decisions are still theirs to make, you know what needs to be done.
But always encourage questions, make clients feel comfortable voicing questions and concerns and use your expert knowledge to make them feel like they’re in a safe pair of hands.
Be honest about issues & challenges
Sometimes plans and costs change. If this happens, be prompt and concise. Let them know if plans and costs need to be adjusted. But most importantly, let them know how you plan to approach this change in scope.
Don’t just give them a vague update. If there are multiple ways to approach a change in plans, lay them out clearly, with cost implications and give your expert opinion on what you think is the best course of action. If there’s only one way to fix a problem, tell them.
If challenges arise – whether it’s delays, cost overruns, or unexpected problems - address them immediately and be upfront about any impact on the timeline or budget. Present a clear plan, or plans, for resolution and clients will respect the honesty and your proactive problem-solving.
Document everything
Always follow up verbal agreements with written summaries via email or text. Especially when discussing changes to the scope, price, or timeline.
Keep, and organise, records of all client communications to protect both parties, should a dispute occur. If a situation like this arises, treat it delicately.
Imagine, for example, a client is suddenly querying a new cost that they’ve previously signed off. A situation like this can quickly escalate, if not treated with care and courtesy. Gently remind them that these unforeseen issues have been raised, discussed and approved. Don’t go on the defensive straight away; chances are they’ve just forgotten and need to be reminded. But know that you have the conversations recorded, should you need to rely upon them. After all, you need to protect your professional reputation.
Follow up after the job is done
A quick check-in after project completion makes clients feel valued. There might be a snag list; you can accommodate this within reason and resolve any remaining issues. This small step can set you apart and turn a one-time customer into a loyal advocate for your business.
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