_____________________________________
Change
Orders
It is not unusual for changes to be made
once a job begins. These changes may be additional work desired by the customer,
changes necessitated by material shortages, the discovery of rotted wood, etc.
Regardless of the reason for the change it should be documented.
Production personnel can also sell additional
work by looking for opportunities. Virtually every job holds the possibility of
additional work—whether it is pressure washing, painting a bathroom, or
repairing drywall damage.
By training production
personnel to spot these opportunities the contractor can increase his
efficiencies, provide better service to the customer, and create a situation
that benefits everyone.
The
Change Orders Workshop
is only $12.
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Job Folders
Unless the salesman/ owner is
on the job site for most of a job, production personnel will frequently have
questions or other issues that require the owner’s involvement. While many of
these questions or issues are easy to deal with, they can create disruptions in
the owner’s activities.
A Job
Folder can reduce the number of these questions and issues. A Job Folder can
provide the Project Manager will all of the information and resources needed to
successfully complete the job. Not only will this allow the Project Manager to
better perform his job, it will allow the owner more time to perform his job.
Both the
organization and content of a Job Folder is very optional. However, it should
contain all of the information that is likely to be required, as well as other
resources that will aid the Project Manager is completing the job.
The Job Folders Workshop
is only $12.
_____________________________________
Customer Service
To understand what constitutes
superior customer service, we must first understand the context in which the
concept of customer service arises.
Customer
service pertains to the relationship between a company and its customers. That
relationship revolves around an economic transaction in which both parties seek
to benefit. In other words, each party seeks to trade a value it has for a value
owned by the other party. In our context, the trade involves painting services
for money.
However,
customers often seek values that are not tangible. Values such as convenience,
professionalism, and consumer education do not necessarily take a physical form.
These intangible values are not exchanged in the same manner as a paint job, an
automobile, or a meal is. Yet, intangible values are real and are desired by
customers.
In simple
terms, customer service is the manner in which a company services its customers.
But there is more to customer service than providing service. Service has a
particular purpose— providing the values sought by the customer.
The
Customer Service Workshop is only $12.
_____________________________________
Dispute Resolution
Nobody enjoys disputes.
They cause stress, create bad will, and can damage a contractor’s reputation.
However, even the most diligent and honest contractor will occasionally have a
dispute with a customer.
Many disputes can be avoided with thorough
communications with the customer. Thorough communications allow both parties to
understand what the other wants, needs, and expects.
When disputes do occur
it is imperative to remain concerned about the customer. The customer hired us
because we are professionals. They may view a problem as an indication of
contractor negligence, even when no negligence exists.
How we handle a dispute
can often make us a hero in the customer’s eyes. If we handle a dispute in a
professional manner, with the customer’s satisfaction in mind, they may have a
more positive view of our company than if a dispute never occurred.
The Dispute Resolution Workshop
is only $12.
_____________________________________
SPECIAL
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Order all 6 Production Workshops for only $162 and save 10% off our regular price.
