Managing Customer Expectations
One of the most important components of managing customer expectations—especially in the challenging supply chain environment we now find ourselves—is to be proactive and straightforward about issues affecting project progress and delivery.
Today, many building envelope materials—roofing and waterproofing—have incredibly long lead times—months in many cases. Customers who anticipate completion of projects within pre-pandemic timelines must be advised of delays of material deliveries immediately.
It is vital to consider your customers your “partners”. Give them the full story—good and bad—when discussing project progress and projected completion. The customer will appreciate being informed and supported. And trust me, if they are not feeling informed and supported, they will soon be looking for another company who can be their new commercial roofing and building envelope partner.