Presented at Commercial Drying Research Institute’s Controlling Costs in Water Damaged Building Losses class, the presentation discussed the three most common problem areas and how to be proactive to reduce the possibility of a lawsuit.
The number one proactive measure is to manage your customer’s expectations. You must understand the scope of your duty, and communicate this with your customer, ensuring that they understand the scope of your duty, perform your duty and document your work.
Although you may have communicated your duties to your customer, they may not understand them in the same terms. Ask them questions, encourage them to ask you questions ensuring they understand exactly what will and will not be done.
It is a good idea to develop standard business practices, which should include handouts and references to give to your customers. All communications and work performed on the job should be well documented. Documentation proves to be a great asset if you have to recall events, especially if it is not a current project.
In addition to managing customer’s expectations, contractors need to be certain that they can perform the work that is required of them. Avoid cross contamination is as well as damage to household goods.
Contractors also need to be aware of three common troublemakers: mouth, band-aid and greed.
Mouth
If the customer has a question or concern, Murphy’s Law dictates he or she will consult the least qualified person on the job. Request that your customers speak directly to the project’s supervisor or manager. Explain to your employees that if prompted, they should refer the customer to a more qualified individual, such as a project supervisor or manager, rather than attempting to address the question or concern themselves.
Do not over promise and under deliver. If you are not certain that you can accomplish a particular task, or tasks do not tell the customer it will be done. Finally, stick to your area of expertise; do not offer opinions outside your area of expertise.
Band-Aid
Correct the original problem; do not just cover it with a band-aid. Correct the source of moisture to reduce the possibility of future damage. Most importantly, dry completely!
Greed
The final troublemaker for contractors is greed. Avoid conflicts of interest and do not allow insurance companies to dictate methods or scope of your work, do the job correctly. Care about the job at hand, do not become indifferent and ignore complaints from your customers. You want a happy customer.
“Protect yourself at all times”
The presentation was originally presented at the Commercial Drying Research Institute, located in Tom’s River, New Jersey. www.cdri.info
