Getting Your Clients Ready

Before you even pull up to the site with your crew and tools in tow, you’ve spent a lot of time with your clients. You’ve spoke with them on the phone, visited their site for an estimate, talked over the project with them, discussed designers, materials and more. But still, through all this, you want to make the transition to the job itself to be smooth. Keeping your clients in the loop, especially as to what their responsibilities are, is
important.

The first thing you will want to do is set up a brief project meeting with the customer. Here you can introduce them to the project lead, if not yourself, as the go to person in your absence. (As it, they should not be asking questions to apprentices or subs.)

Together at this meeting, you still make sure everyone’s concerns are addressed and responsibilities are laid out. At this point, you can also prepare customers for the experience, what to expect, and even prepare them for the worst. After all, this can be an emotional time for the customer.

Finally, presenting the customers with their own tabbed project binder would be a good idea. And in fact, it can be given at the beginning of this meeting and can be used as an agenda, as you can follow through with them, page by page.

In this binder, you should include all of your contact information, including an emergency number. Also, put a section in for them
to jot down any questions they may come up with during the process. The next time they see you, they can bring them to you.

Under another tab, you should include their responsibilities during the process, including any checklists. This of course, can be updated during the project. Addresses and phone numbers (and even websites) of your suppliers should be included, as customers may need to call or visit them to pick out colors, etc.

Of course, the plans should also be included, as this will allow customers see their work come to life. These may or may not fit in the binder, so you can always fold them, or give them to them separately. And finally, you should include a copy of the contract and any change orders that have been made. This binder is a great way to make sure the client knows what is going on at all times, and has everything they need at their disposal.

Aside from what was discussed above, you should also cover two other things at your meeting. You should decide on a common place for exchange of change orders and other documents, as well as samples of finish items. This can be a shelf, drawer or even mailbox. Next, you should prepare the customer for the set up of the job site.

Preparing the client is one of the first steps to satisfaction. If they feel properly informed, things will run smooth, this leading to repeat business and referrals.