interacting with an upset client

Construction can be a tough industry at times, and sometimes client’s tempers can flare. When it comes to dealing with an upset client, here are some guidelines to keep in mind to represent the ELITE culture in every situation: 

Keep in mind that most clients are not aware what it truly takes to put a successful project together, or about the countless late night hours and early morning fires that we put out on a daily basis on their projects.  However, they have hired us as their construction partners and rightly so because we are great at what we do.  

Regardless, when a client is upset, the worst thing we could do would be to shove in their face the fact we do so much for them, or about any of their shortfalls or mistakes they have made along the way. 

There will be times when dealing with foreign clients that do not understand anything about common curtesy in the American culture.  In these cases, a client may show up 2 hours late to every meeting (if at all) and fail to provide us ANY information about how they want their project built. I.E. How can we paint if we don't know what color they want? Etc.

Clients may lose their temper and threaten to "terminate the contract" because their last contractor left them hanging and they are afraid we would do the same.  

We must navigate all of these situations calmly while reassuring them that we are on their team to address all concerns they have and that they are free to voice them to us. Typically, their concerns are mostly irrelevant, but it is our job to hear them out and give them reassurance while addressing their concerns. This is how we earn and maintain their trust.

Although some clients may act in an immature manner when upset, we must always maintain patience, professionalism, and a calm tone while speaking with facts and not emotions.

Respect and PATIENCE are the keys to a successful client relationship. 

As a part of the ELITE team, you are expected to uphold these values with every communication, even when you may be exploding with frustration. Simply take a deep breath, swallow your pride, and handle the situation with high integrity.