As I write this, I am two days away from elective surgery. The procedure is somewhat routine and should go well. Because of who I am and what I did for a long time, I can’t help but compare my pre-surgery thoughts to those of many of your remodeling clients.
How Will It Go?
I know next to nothing about the practice of medical care. Choosing my team of caregivers has been done with care and within the limits of what options I am aware of. I hope I did not make a mistake.
You could substitute “remodeling” for “the practice of medical care” and “remodeling company” for “team of caregivers” and get a pretty good idea of where your typical client is at. They have done due diligence and now face the need to trust their team. That comes with risk.
Do everything you can to find out their fears and concerns before you start the job. Address those items as deliberately and carefully as your client needs you to do. Failure to do so will likely create a bad experience.
What About My Primary Care Doctor?
I have a good relationship with my primary care doctor. Over the course of time we have developed a pretty good idea of what we can expect of each other.
He called me the last business day before my surgery just to check in. I was pleasantly surprised that he did so. He had looked at my medical records online before calling me and asked a question or two about the different visits I had with other medical team members. He also asked me to call him a couple of days after the surgery, to let him know how I am doing.
In many remodeling companies, the salesperson disappears after the contract has been signed. Often there is no checking in as the job is underway and no post-job-completion visit by the salesperson. The client, in that case, will likely feel abandoned.
The salesperson should stay in touch in an unexpected way without interfering with the work of the rest of the team members. After all, the salesperson is why the client signed the construction contract.
What About the Surgeon?
I had a visit with the surgeon several weeks ago. I was contacted by the surgeon’s office to have a pre-op appointment to make sure I did all the prep I am supposed to do before the surgery. I will be jarred if I end up with a different surgeon.
The lead carpenter, in the client’s eyes, is a key person. Your client must trust the lead carpenter you assign to their project.
Having a pre-construction meeting with the lead carpenter (best done with the salesperson and production manager attending) and the client does a lot to allay the client’s concerns. Starting a job without having one and/or changing the lead carpenter in the middle of the job can drive your client crazy.
Will the Proper Procedures Be Followed?
I know next to nothing about medical care. I am about to go under the knife. I can’t help but be thinking, ‘Will all the proper procedures be followed? Is there a system of checklists that reduces the likelihood of something going wrong?’
Your remodeling clients are trusting that all your team members will followed established systems and processes. Checklists created and used as a matter of routine go a long way to reduce your client’s anxiety.
There are lessons for any business owner in the strangest of places. Keep your eyes open and you will find them.
In the meantime, think good thoughts for me and for all your remodeling clients! Make your clients feel like you and your company were just what the doctor ordered.