The Power of Effective Communication
Posted on February 5, 2024
One of the many reasons I purchased a painting company is because embarking on a home improvement project is an exciting endeavor, but the journey can quickly turn concerning or worrisome when communication with your contractor is amiss.
Unfortunately, recent events surrounding the replacement of our 20-year-old fireplace only reinforced the need for effective communication in the contractor world. I’m eager to share my experience with you, so let’s commiserate together—please read on.
The Excitement and Anticipation:
In November, we shopped at our local fireplace store to find the model that checked all of our boxes. After purchasing it, the pre-determined installer arrived to give us a quote. Without hesitation, we signed on the line, eager to kick off the project.
Let’s do this! Winter is quickly approaching and it’d be nice to enjoy the fire on frigid nights from the comfort of our family room couch.
Little did we know that this enthusiastic start would soon be met with unexpected challenges in the weeks to come.
The Unraveling:
On our scheduled Thursday morning, he tells us it’ll take 2-3 days, depending on what he finds. Terrific! Let’s get started. At the end of the day, I ask what time he will be back tomorrow. He proceeds to respond that he won’t be around because his van is getting a new windshield. I look around at the mess that has been created in my home and can feel my temperature rising. I’m sure you can tell how I’m feeling at this point, choose any of the following: disappointed, angry, concerned or frustrated.
The Waiting Game:
He sends me a text the following Monday at 8 AM. He “has to pick up some supplies and should be by around 9-10 AM.” I’m going to skip all the mundane details and get to the point. He arrived around 11:30 AM. Luckily, I am not chained to an 8-to-5 office routine, as I might as well be joining the ranks of those collecting unemployment by this point.
With each passing day, the promised completion date seemed to drift further away. Our frustration mounted as the project that began on January 11 remained unfinished on January 26.
The Importance of Communication:
In our industry, communication is not merely a courtesy; it’s a vital component that ensures homeowners and property managers remain informed and stress-free. Understanding this, we have implemented solutions to break the cycle of poor communication. Our commitment to keeping our customers in the loop is proven with phone calls, project countdown emails while you wait and even offering group texts during your project’s production.
Conclusion:
Beginning a residential or commercial improvement project should be a rewarding experience, not a source of stress and frustration. Effective communication is the linchpin that holds a project together, preventing unnecessary delays and ensuring a smoother process for everyone. We feel our customers deserve peace of mind.
