As small business owners, we all strive to provide top-notch service to our clients. But let’s be realistic, unforeseen problems sometimes occur.  Therefore, it’s how you communicate these challenges that helps ensure client trust, satisfaction, and quality of work is maintained.  This is a point I can relate to given my recent experience with a home renovation contractor. The contractor in this case could have definitely benefitted from illustrating clear communication during a challenging situation.

My Experience: A Communication Breakdown

My husband and I hired a construction company for home renovations, and it was anything but smooth. The issues began when the subcontractor assigned to our project fell ill, and the company failed to update us. Weeks went by with no communication, forcing my husband to chase them for answers. When we got a response, we were told the situation was out of their hands. And no alternative solution was offered.  😕

To make matters worse, our main contact at the company went on vacation without providing us with any next steps. Unbeknownst to us, they had arranged for a new subcontractor to take over the job—someone who was not only unqualified but also uninformed about the scope of the work. This lack of communication led to confusion and frustration on our part. We thought we were dealing with the original subcontractor and therefore did not understand why he was unfamiliar with the scope of the work that needed to be done.  🤦🏾‍♀️

Eventually, a third subcontractor was brought in to finish the job. While this subcontractor was highly skilled and able to correct the previous mistakes made by the second subcontractor (which meant redoing part of the work) the overall experience left a lasting negative impression on us. In other words, we will never work with the construction company again – a clear example of how poor communication can severely impact customer satisfaction.

Lessons for Small Business Owners

Based on my experience, here are key takeaways for ensuring clear communication when challenges arise:

1. Keep Clients Informed at Every Stage

• Scenario: A key team member becomes unavailable due to illness or other unforeseen circumstances.
• Suggestion: Notify your client as soon as possible. Explain the situation clearly and provide a plan for how you’ll address the issue. If the original person can’t continue, offer a qualified replacement and ensure the new person is fully briefed. This demonstrates that you’re actively managing the situation and reassures the client that their project remains a priority.

2. Ensure Continuity When Staff Changes

• Scenario: The main point of contact goes on vacation or leaves the project unexpectedly.
• Suggestion: Before any transition, ensure all project details are handed over to the new person in charge. Introduce the new contact to the client, explain the transition, and reassure them that the project will continue smoothly. If you anticipate any delays or issues, communicate these early. Provide a clear plan for how they will be handled.

3. Manage Expectations and Be Transparent

• Scenario: A new contractor or team member takes over the project but lacks full knowledge of the work done so far.
• Suggestion: Make sure any new team member is thoroughly briefed on the project’s history and current status before they interact with the client. If the new contractor is less experienced or unfamiliar with the work, be transparent with the client about the situation. Be sure to outline how you’ll ensure that quality and deadlines are met.

4. Follow Up Regularly

• Scenario: The project encounters significant issues that might delay completion.
• Suggestion: Don’t wait for the client to follow up—be proactive in providing updates. Even if there’s no immediate resolution, regular communication shows that you’re on top of the situation and value the client’s business. This helps maintain trust, even when things don’t go as planned.

5. Address Mistakes Promptly and Professionally

• Scenario: A mistake is discovered in the work completed by your team.
• Suggestion: Acknowledge the mistake as soon as it’s identified. Apologize sincerely, and outline the steps you’ll take to correct it. Transparency and a commitment to making things right can turn a potentially negative situation into a positive experience for the client.

Final Thoughts

The lack of effective communication on the part of the construction company turned what could have been a straightforward project into a frustrating ordeal. As small business owners, let’s learn from my home renovation experience. Effective communication isn’t just about delivering information. It’s about building trust, managing expectations, and ensuring that your clients feel valued and informed every step of the way.