Make Navigating Project Challenges Easier

Posted August 17, 2017

As a contractor, your customers are counting on you to manage every detail of their construction projects. However, no matter how much you plan, surprises and challenges can come up along the way. Here are some situations you might encounter during projects and how you can overcome them:

Indecisive CustomersCustomers speaking with their sales rep

The outset of a construction project brings plenty of decisions, and some customers have more trouble handling this than others. If your customer is having a hard time coming to a final decision, there are different ways you can walk them through the decision-making process.

Are they having difficulty envisioning the finished product? Bring them to an ABC Supply Solution Center, where you can show them physical samples of building materials. You can also take advantage of ABC Connect’s integration with Pictureit, a visual tool that helps customers visualize what finished projects will look like. The tool comes with pre-mapped stock images, including over 80 North American home styles, or upload your own home photo.

Are they simply feeling anxious about all the decisions that need to be made and when? Summarize key project decisions that they need to make in writing, so they have an organized overview to guide them.

Big Requests, Small Budgets

From watching home remodeling television programs to searching for inspiration on Pinterest, customers sometimes get a warped idea of what’s possible within their budget. It’s important to guide your customers early to manage expectations. If a customer wants you to deliver a completed project that far exceeds their price range, help them prioritize which aspects of the project are most important. This will help you show them how saving money on other parts of the project will let them afford those “must-haves.”

Contractor discussing project scope with customerScope Creep

Once a project begins, some customers find it hard to stop making changes or requesting additional work. In situations like these, you may be at risk of scope creep, causing actual project work to surpass budget.

Keep signed documentation for each change or additional request that your customer makes, so you can track progress and reference changes should you need to discuss increasing the budget. Lastly, be sure you’re communicating with the customer about their requested changes throughout the entire job.

 

Remember to visit the ABC Supply blog for more tips on communicating with customers and continuing to grow your business.