Stage 6: Customer concerns and difficult jobs
For an assigned complaint, establish the facts, agree the next steps and rebuild confidence through clear communication and follow-through.
- 1.
Read the approved scope, drawings, messages, previous snag lists and promises already made. Speak to the consultant and installation manager so you understand both the history and current arrangements.
- 2.
Let the customer explain each concern. Stay calm and avoid blame or defending work before checking it. Walk through the affected areas and ask questions where the concern is unclear.
- 3.
Record incomplete agreed work, workmanship defects, disputed matters and requests for extra or changed work separately.
Escalation / limit: A customer concern must be investigated; recording it does not automatically approve free additional work.
- 4.
Read the list back to the customer and obtain a signature confirming the concerns and items recorded. Clearly identify anything still disputed or awaiting a decision. Give the customer a copy and send the same record to the installation manager.
- 5.
The installation manager confirms the remedial arrangements; the consultant clarifies design and scope; management decides matters outside your authority. Get confirmed dates before communicating commitments to the customer.
- 6.
Agree who will provide updates and when. Explain what is confirmed, what still needs a decision and when the next update will be given. Keep the next update even if the answer is still pending.
Escalation / limit: Escalate threats, demands or disagreements you cannot resolve.