Experience Files

As a business owner or manager, you have an obligation to provide your clients with a certain level of service. But what level is adequate or even acceptable? Ask 100 people, and you'll likely get 100 different answers for the same situation.

When clients complain, it's usually because their preconceived expectations weren't met. So, how do you know what they expect? It's simple: you discuss it, and if needed, you adjust.

Discussing client expectations on the front end will prevent you from making excuses after the fact. Because, that's exactly what it sounds like. And as the saying goes, "perception is reality."

For example:

• Before cleaning a carpet, telling the client that certain stains are likely permanent and a simple cleaning alone won't remove them. This prevents them from thinking you didn't "try" hard enough.

• If you're working on a fire damage project, inform the client upfront that your team doesn't work past 4 PM or on weekends. This avoids complaints like, "Every day at 3:30, everyone packed up and just left... and I can't believe no one was here over the weekend!"

• On a quickly mitigated water loss, explain on the first day that the smell of wet building materials evaporating is normal and will dissipate as the materials dry. This can prevent a customer from telling their agent or adjuster, "The house smells musty and there is probably mold growing in my carpet."

There's absolutely no reason to not communicate regularly with your clients. Remind them that they are an active part of the project. If a scheduling issue arises, your client should be the very next person you call or email.

Always take care of your client, otherwise someone else will.