Managing Negative Feedback
July 24, 2019
Bad reviews happen. There's always going to be an unhappy client that no amount of hard work, flawless craftsmanship, and undivided attention will please. But with a little time and effort, you can address these reviews and make sure they don't happen in the future. PlanHub can help you better manage your next project, ensuring your next review is a good one.
Common Issues in Construction Reviews
A few common issues addressed in most reviews include aspects of work quality, management and coordination issues, the timeline and schedule of work, and costs.
Project Work Quality
- Poor installation
- Incomplete work
- Cheap materials
- Incorrect Plans
Project Management/Coordination Issues
- Unrealistic expectations from clients
- Changing scopes
- Undefined goals
- No paper trail for important discussions
Timeline/Schedule of Work
If you say the work will be complete in July, some clients are going to expect the work to be completed in early June, regardless of weather, family concerns, or faulty equipment. Try to be upfront about what is realistic and what is not. If concerns arise that may lengthen the time it takes to complete construction, tell the client ASAP and make sure you get it in writing, even if it's something as simple as a follow-up email.
Thought the client will want the work done as inexpensively as possible, you still need to make a profit. Be upfront with what the costs will be and try to stick to that number. If you promised lumber at a certain price only to have it raised on you, it's time to chat with the client before purchasing it. Clients hate hidden costs, so be honest. Even if it's more than they wished to pay, they may leave a good review and recommend you to friends and family.
Addressing Bad Reviews
Don't ignore negative reviews! According to Inc. it's important that you respond to the negative review within 24 hrs. Acknowledge that the reviewer has a valid complaint and try to reach a feasible agreement. Even if this particular reviewer won't back down or be pacified, future clients will be impressed by your effort and you may earn new clients in spite of a bad review.
If this is an ongoing issue, take action before you break ground on a new project. Even if it's something small, this is your chance to take charge and show both previous and future clients that you take your business seriously and care about what they think.
For more information on how PlanHub can help you efficiently plan your next project and ensure great reviews, contact us today!