How to deal with your client's increasing stress levels

A new survey reveals that homeowners are becoming more stressed as the result of their remodeling projects. Read on to learn how tension surfaces in a family situation and what you, the contractor, can do about it.

Survey Shows Remodeling is Stressful: "Survey Shows Remodeling is Stressful
Routines disrupted and relationships put on edge

A recent survey shows that remodeling often increases tension between family members.
ServiceMagic.com

GOLDEN, Colo. -- October 29, 2009 -- A national survey released by ServiceMagic.com indicates a rising trend in boosted tension and heightened stress levels within the family during a home remodel within the last year. In a time when remodeling is on the rise, up 13.5% from Q3 2008, ServiceMagic.com experts looked at the current trends and found surprising results from an exclusive homeowner survey."

For the rest of the article, click here.

So how do you deal with stress from a remodeling project to ensure that you are not on the receiving end of the client's frustrations? As the article stated, there are three main sources of frustration within the family:

1. Projects took too long.
2. Contractors were messy.
3. Projects went over budget.

You can easily deal with these three sources of frustration by managing the client's expectations and a little jobsite clean-up.

First, plan the job accurately and completely. Account for all phases of a job and put it down on paper. Make sure that your production team buys in on the schedule. Then, share that schedule with your client. Be sure to explain the schedule to your client, including events that could change the schedule (such as change orders). This is just as important for small jobs as it is for large ones. Never undertake a job without a written plan!

Second, clean up every day! Your production crews should put away their tools, neatly contain materials and broom sweep on a daily basis. If you are working inside the home, use plastic to contain dust and carpet/floor protection to keep flooring clean. Explain to the customer up front that any remodel will create dust but you will keep it to a minimum. And then do it! You may even consider paying for a cleaning service at the end of a job.

Third, present clients with change orders immediately if they wish to change the scope of the project. Detail the change, the cost and the impact on the schedule. If the client decides to accept the change order, make sure it is signed immediately.

The three main sources of stress for any family undertaking a remodeling project can easily be managed by you and your staff.