Underlying Issues and Red Flags
Picture this scenario: You are well along into a project and it’s been pretty smooth sailing. Your client seems happy with your work. You’re feeling good about this job and looking forward to completing it soon. And then things start to unravel… The client you thought was happy does a 180 and starts complaining about multiple issues he is quite unhappy about, and you’re completely caught by surprise. What happened?
Unfortunately, this is not just a hypothetical situation—it happens to all of us.I’m going to share some tips on how you can identify underlying issues and red flags that have the potential to cause major problems.
UNDERLYING ISSUES
You’re confused and surprised—the client has said zilch up to this point to indicate that they were not happy. They have waited until the end of the project to start asking a ton of questions and pointing out things they don’t like. Why didn’t they say something sooner?
In reality, they have likely been stewing about things throughout the whole process—but didn’t say anything until now. As you get closer to them releasing final payment on the job, they suddenly discover their voice and use it to nitpick. Or, they may want to keep you there longer, prolonging the project, to make it appear that you went overschedule. Perhaps their passive-aggressive personality played a role—they were frustrated over something else and decided to wait till the end and delay payment as they extend the punch list. Whatever the reason, there’s been underlying issues that you were simply unaware of that are now rising to the surface.
So how do you detect these issues before things get ugly? While it might be easy to lay the blame on the client (if they didn’t like something, they should’ve spoken up), it’s important to honestly evaluate your role in the situation. Most importantly, your communication—or lack of it—from day one to the present. Have you taken the time to periodically check in with the client? Updating them weekly on progress? Letting them know of any setbacks that might affect the schedule? And then ask them for their observations? Asking for feedback grants them the opportunity to open up and tell you that maybe they weren’t so happy with the way the bathroom tile came out. Or they are upset about one of your subcontractors carelessly placing a ladder that destroyed a prized rose bush. It might be something little or something big—either way, you are directly asking them to tell you their concerns. The goal is to communicate early on, maintain regular communication, and request feedback.
One thing we’ve implemented at NS Builders is a standardized periodic check in with every client. We’re keeping it simple—“Hey, how are we doing?”—to capture their feedback and ensure they feel we are performing at a fantastic level versus an OK level.
RED FLAGS
Admit it… there’s been times you’ve ignored your gut—those obvious red flags that caused you a sleepless night or two—and you accepted a job that you should’ve passed on. Why do we do this? It might be that we are a newbie in the business and taking on any job we can get—agreeing to work with clients who didn’t make a good first impression. Or we might take on a job simply because we want to add that project to our portfolio. Or we are doing a-friend-of-a-friend a favor and feel pressured to accept the work even though we have no history with the person. Before signing a contract, stop and listen to what your gut is trying to tell you. No good ever comes from blatantly ignoring red flag warnings.
Trust your Spidey senses.
WRAPPING UP…
There will be times when you know you and your team delivered the highest quality work and came in on time and on budget. And still the client is unhappy. If you’ve done your part in keeping the lines of communication open, then you need to let it go. Do not take it personally to the point where you get discouraged. Instead, look back for any red flags that you may have missed. Reflect on ways to improve not only how you communicated, but how often. View it as a valuable learning opportunity to continue improving in your professional communication skills.
It’s time to discover what NS Builders can intentionally craft for you! Contact us today to get started on your custom dream home. Together, we can make it happen.
—Nick Schiffer