Recently, circumstances led to my wife Nina having to get too many wisdom teeth out at once. (Don’t ask why most of them were still there!)
Nina reads instructions all the time. I read them after trying to put something together and it doesn’t happen. However, I always read thoroughly any pre- and post-medical procedure instructions.
Both of us read the instructions and got ready to follow them to a T.
Nina went in for her dental surgery. I waited for her. When she was ready to leave, we were given another set of instructions.
Guess what? The new instructions and the original instructions were different! Okay, not life or death different, but it was as if different people had produced them.
A phone call was needed for clarification, and some stress and inconvenience ensued when none was needed. Oddly enough, the dental surgeon thought the differences were no big deal. Not so much us.
What do you tell your clients when you set them up for the challenges of a remodel? What does your production staff tell them about the same subject after the remodel has started? It’s likely that something’s a bit different.
Like us regarding Nina’s dental surgery, your remodeling clients are probably stressed to begin with. They regarded what you told them as gospel. Then, when the work finally started, odds are they were dismayed at the disconnect between what you told them and what they were now being told, either by word or by action.
Avoid this by having sales and production staffs meet and go through all that they respectively tell your clients. Where the messages differ, agree on what the company thinks is best, and give your clients only one set of instructions during pre-sale and when the job starts.
A good way to get more business is to have all in your company be on the same page. Your clients will love it. When that does not happen, they will feel like they are getting their teeth pulled out without any anesthetic!