Communication With Supervisory & Management

The Importance of Communication Between Crews and Managers:

Project Coordination:

• • Restoration projects are complex, involving multiple tasks, materials, and personnel. Clear communication ensures everyone is on the same page, minimizing errors and delays.

  • Managers need to relay instructions, and updates to crews, while crews need to report progress, challenges, and material & equipment needs.

Safety and Compliance:

• • Communication is vital for ensuring all protocols are followed and project requirements are going to be met.

  • Crews need to report hazards, accidents, and any deviations from expected timelines.

  • Managers need to communicate updates and ensure crews have the necessary equipment and supplies to complete the project safely.

Problem-Solving:

• • Unexpected issues often arise during restoration projects. 

  • Prompt and effective communication allows for quick problem-solving and minimizes disruptions.

  • Crews need to report problems immediately, and managers need to respond with guidance and support just as quickly.

Quality Control:

• • Clear communication helps maintain quality standards and ensures that work is completed to all involved parties satisfaction.

  • Managers need to provide feedback on crew performance, and crews need to communicate any challenges that may affect quality.

Emails and Texts Are Better Than Phone Calls for Accountability:

Documented Trail:

• • Emails and texts provide a written record of all communications, including dates, times, and content.

  • This creates a verifiable trail that can be used to resolve disputes or answer questions.

Clarity and Precision:

• • Written communication allows for careful wording and avoids misinterpretations that can occur during phone conversations.

  • Instructions and agreements can be clearly stated and easily referenced.

Accessibility:

• • Emails and texts can be accessed at any time, allowing crews and managers to review information as needed.

  • This is especially helpful for complex projects or those involving multiple tasks.

Reduced Misunderstandings:

• • Verbal conversations can be easily misheard, or misinterpreted. 

  • Written communications reduce this complexity.

Summarizing Face-to-Face or Phone Discussions with Email:

Verifying Agreements:

• • Even when face-to-face or phone discussions are necessary, a follow-up email provides an opportunity to verify agreements and ensure everyone is on the same page.

  • This minimizes the risk of misunderstandings or discrepancies.

  • This eliminates the situation where an employee wasn't given a chance to voice concerns, or was afraid to speak up publically.

Clarifying Action Items:

• • The email should clearly outline any action items, deadlines, and responsibilities.

  • This ensures that everyone knows what is expected of them.

Providing a Reference Point:

• • The email serves as a reference point for future discussions or questions.

  • This helps to avoid repeating information and ensures consistency.

Maintaining Honesty:

• • When all conversations are followed up with email, it keeps everyone honest, and on the same page.

How to implement:

• • Send the follow-up email promptly after the discussion.

  • Use clear and concise language.

  • Summarize the key points discussed and any agreements reached.

  • Include relevant attachments, such as photos.

  • Ask for confirmation that the email accurately reflects the discussion.

Summarizing Face-to-Face or Phone Discussions with Email (with Homeowners):

Verifying Agreements:

• • Even when face-to-face or phone discussions are necessary, a follow-up email provides an opportunity to verify agreements and ensure everyone is on the same page.

  • This is essential for confirming decisions about materials & timelines.

Clarifying Action Items:

• • The email should clearly outline any action items, deadlines, and responsibilities for both the crew leader and the homeowner.

  • This ensures that everyone knows what is expected of them.

Providing a Reference Point:

• • The email serves as a reference point for future discussions or questions, minimizing the need to repeat information.

  • This also provides a record for the homeowner, to reference at a later time.

Maintaining Transparency:

• • By sending a follow up email, it shows the homeowner that you are organized, and transparent.

  • Customers that see your communication & documentation are less likely to attempt to mislead later.

How to implement:

• • Send the follow-up email promptly after the discussion.

  • Use clear and concise language, avoiding technical jargon.

  • Summarize the key points discussed and any agreements reached.

  • Include relevant attachments, such as photos.

  • Ask the homeowner to review the email and confirm their understanding.

  • "Just to recap our conversation from this morning..."

  • "Please review the following, and let me know if there are any questions."

Proactive Communication is Key When You're Running Late:

Don't Wait Until the Last Minute:

• • As soon as a delay becomes apparent, even if it's a short one, communicate with the homeowner.

  • Avoid waiting until you're already late to call them.

    • If they've called the office because you're late, you'll just be making excuses.

Multiple Communication Channels:

• • Use the homeowner's preferred method of communication (text, phone call, email).

  • If you can't reach them via their preferred method, try an alternative.

    • All else fails, call the office & let them know you've:

      • All the ways you've attempted to contact them.

      • What your new ETA is.

If You're Running Late, Provide a Realistic Estimate:

• • Don't guess or give an overly optimistic estimate.

  • Provide a realistic revised arrival time based on the available information.

  • If the time is likely to change again, communicate that fact. "We are stuck in traffic, and the GPS is saying we will be there within the hour, however, that time may change."

    • You've managed expectations.

    • You've prepared them that you may still be late getting there.

    • Because you called before the appointment, they will be more likely to believe you.

Explaining the Reason for the Delay:

Be Honest and Transparent:

• • Provide a clear and concise explanation of the reason for the delay.

  • Avoid making excuses or blaming others.

    • "We are dealing with an unexpected issue on this job we are on, that's requiring some additional time."

    • "We are stuck in heavy traffic, looks like an an accident up ahead."

Provide Context:

• • If possible, provide context to help the homeowner understand the situation.

    • Give some details, and see if they bite wanting to better understand the situation you're in.

    • Their level of desire to understand is going to be essentially limited to how it involves them.

    • Provide details about how you're looking for a solution to leave earlier, or otherwise get to them faster.

      • GPS is  rerouting.

      • A replacement crew coming to relieve you

      • Problem looks like it's finally resolved.

Demonstrating Respect and Professionalism:

Offer a Sincere Apology:

• • Acknowledge the inconvenience caused by the delay and offer a sincere apology.

  • Rather than saying "I'm sorry for being late"  since whatever it is is very likely out of your hands;

  • Say, "I appreciate you being patient with us about this." 

  • Don't let them fixate on you not being on time, turn it around & focus on them being supportive and understanding.

  • If they're verbally agitated, agree with them, that the situation is bad and unavoidable, carefully add something about this is going to make you late for (other appointments, dinner at home, ectra)

Reaffirm Commitment:

• • Reassure the homeowner that you are still committed to completing the scheduled work.

  • "We are still committed to (doing whatever you're headed there for) and will arrive as soon as possible."

Maintain a Professional Tone:

• • Even if the homeowner is frustrated, maintain a calm and professional tone.

  • Avoid getting defensive or argumentative.

Follow Up:

• • After arriving, thank the homeowner again for their patience.

  • If applicable, follow up with an email summarizing the delay and the revised schedule.

Documenting the Communication:

Maintain a Record:

• • Document the time and method of communication, as well as the reason for the delay.

  • This documentation can be helpful if questions or disputes arise later.

Forward to Management:

• • If the delay is significant or caused by an unusual circumstance, inform your manager.

  • This allows them to provide additional support and address any potential issues.