How do you handle customer call-backs without losing your shirt?

Question

We’ve all been there. You wrap up a job, step back, everything looks solid, and then two days later the client calls about a spot that got missed or a detail they aren't totally happy with.

In my own business, I try to handle touch-ups fast to keep the client relationship solid, but balancing quick response times with protecting your day's schedule and your profit margins gets tricky real fast during peak season.

I’m curious how you guys handle fitting non-urgent call-backs back onto the schedule. Do you drop everything and fit them into the very next available slot, batch them all together for a specific day of the week, or handle them a different way? Also, where do you draw the line between a quick complimentary fix and something that needs a whole new quote?

I'd love to hear how you guys run this in your day-to-day routine to keep clients happy without constantly derailing your entire day.

hugehomepros · Answer

We do longer projects so we have a few steps. First thing is more of a mindset. What you don't want to do is be that contractor that has all hands on deck to finish a project, everyone is loading out trash at 6pm then expect the customer is going to pay right there. You need to slow that process down.

When you have an idea what day would be the last day, arrange a pre final walk through for them to look at everything and make a punch list or they can ask questions
Then arrange a final walkthrough the day after you wrap up work. Give them the space to inspect everything without you there.
At that point it would be appropriate to get a check.

I think the pre final walk through is the best one. That way everyone is still planning to be there at least one more day to address everything. Frequent check ins throughout the process are important too. Mid week, end of week etc.

pestfreecanada · Answer

Not in every instance, but in most, I can find something else to do when I am there. So I will tell the client that our previous work is guaranteed and I don't mind coming back, but I will always look for another service I can offer to at least make a few bucks when I am there.

Forum Discussion

How do you handle customer call-backs without losing your shirt?

2 Replies