There are many factors involved in a renovation project, and each one can prove problematic when it comes to completing the job without issues, but sometimes the biggest challenge is the customer themselves.
If you’ve ever had a project where your relationship with the client has become tricky, read on to find some tried-and-tested advice from fellow professionals on how to minimise friction and create a smooth, trouble-free renovation.
1. See the challenges from the client’s perspective
It’s important to listen actively and empathetically to your client’s ideas and issues, according to James Woodham of Akiva Projects. “Sometimes, clients become difficult because they feel unheard,” he says. “By demonstrating you understand their perspective, you can build trust and open the door for constructive dialogue.”
Even if you think an issue is minor, it’s important to put yourself in your client’s shoes. “Everything is heightened; this is their dream and their money, and they are putting all their trust in you,” Elizabeth Windsor of Create Spaces says. “Take a step back, listen and ask questions to really understand the issue and get to the root of the problem.
2. Find out your client’s triggers
Elizabeth recommends you anticipate issues that could be important to the homeowner early in the project. Her team does this by asking new clients how they found the experience of hiring renovation professionals in the past.
“This usually gives us a good understanding of what is most important to our client and how they might react when we hit the lowest part of the build,” she says.
For example, if the client complains that their builders were always late or didn’t inform them of everything, you will know that timekeeping and full communication are important to them.
For this, Elizabeth says she would put an action plan in place to ensure they have a platform where all information can be shared instantly and where everyone on site is aware.
3. Empower your staff
Working as a team is important when dealing with challenging clients, so it’s a good idea to focus on customer service as a key skill for your team.
“Behavioural skills are crucial to all your employees, so do offer training outside of the standard health and safety and practical skills,” Elizabeth says.
It’s also important to create a work environment where staff are resilient and able to solve issues. “When a problem arises, you have to keep positive and look for solutions rather than share around the blame,” Claudia Dorsch of Claudia Dorsch Interior Design says. “It’s important to look forwards and stay positive and solution-orientated.”
4. Don’t let things build up
You might think a reaction to something small is overblown, but it could just be the latest issue in a long line of events the client hasn’t felt they could complain about.
“We often find that a customer’s reaction today might not be due to that situation, but is something that has accumulated over time,” Elizabeth says. “Always reiterate and ask clients to share as soon as something is niggling them, no matter how small they think it might be.”
Be clear with your clients that you welcome constant feedback, whether that’s positive or negative. If you deal with issues as they arise, they won’t mount up and cause a bigger reaction later on.
5. Highlight your mistakes and fix them
Don’t assume your client must think you’re getting everything right all the time. It’s far better to be upfront, even when it feels counterintuitive.
“We find that honesty is key to building trust and ensuring trust remains,” Elizabeth says. “This could be a small thing, where you caused damaged to a picture frame in their house, for example. Be honest and hold your hands up, apologise, and look for ways to make it right.”
6. Communicate clearly throughout the project
It’s important to establish clear communication channels from the beginning to the end of a project.
“Clearly define the scope of the project and set realistic expectations,” James says. “Make sure your client understands what can and cannot be achieved within the given constraints. Managing expectations prevents disappointments and frustrations down the line.”
Houzz Pro’s management software will help you do this, as you can set up a Client Dashboard to communicate quickly and clearly throughout the whole project. You can also share all those essential pieces of information easily, such as estimates, product specifications, floor plans, schedules and mood boards, so the client is kept in the picture all the way through.
7. Know your rights
Even with these tips in place, clients can occasionally continue to be challenging, so it’s worth being aware of your legal rights.
“We always show respect and will go the extra mile,” Elizabeth says. “But if contractual terms are broken or staff are not being treated well, we are within our rights to act.”
Elizabeth advises the following approach:
- Always arrange an on-site meeting as soon as issues are highlighted. Know your facts and contract stipulations and try to reach an amicable resolution.
- Always follow up with an email after a meeting.
- If no solution is reached, you can look to bring in a mediator. However, ensure everything is recorded through notes and submitted to the client.
- Always show willingness to compromise within reason.
- The absolute last resort would be legal action or ending a contract.
