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Take the high road when handling client complaints

On Behalf of | Apr 14, 2020 | Construction Litigation |

Construction companies usually use contracts to outline the expectations for projects. This includes what the company is going to do and what the client will do. When there is an issue, such as a construction dispute, the terms of the contract will likely come into the picture. Unfortunately, there are instances in which clients might choose to pursue legal action.

It might be possible to address the issues before they become this serious. In many cases, clients only want to be heard, so they can get the problem fixed. The issue for many people comes when they try to ignore the matter. It is never a good idea to assume that a customer will just accept inaction on your part.

When you discuss the problem with customer, remain calm. Getting upset will only make things worse. Instead, focus on finding a suitable solution. It might help if you view complaints as opportunities for improvement. Some contractors have found some of their best referrals by taking care of customers who were unhappy. Once the issue is solved, the client may provide rave reviews because they feel heard and appreciate that the project is up to their standards.

Not all client complaints can be resolved favorably. When legal action is taken, it is imperative that you learn what options you have so that you can try to protect your company’s interests. Working with someone who is familiar with construction defect cases might be beneficial, so you aren’t left trying to figure out what to do while still attempting to run your company.


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