5 Tips for Client Relations During Material Shortages

RCS Influencers at SA Roofing say being honest and over communicating to your clients are key when dealing with material shortages. 

Be honest 

Customers value transparency and many of them understand material shortages are a universal problem. Be straightforward when communicating, do not sugarcoat it. Make sure you take the time to answer questions they may have. The more time you spend up front, the better the relationship you will establish with them. This will ultimately lead to more trust and a higher chance of securing their job. 

Explain the situation 

They will understand however, they may not understand all the elements that are affected in this industry. Be very specific about what they can expect including updated timelines and any other factors that will and/or could change. Again, make sure to allow time for questions to avoid confusion or misunderstandings. 

Over communicate 

Regular communication with your customer is very important to keep them engaged and happy. These shortages can lead to unusual lead times once you have received the contract and placed the order. Your customers should be contacted by you before they feel like they need to initiate the communication. You don’t want them to have to guess about the status of the project, even if there is no update. A quick email to let them know things are still on track or a thank you note in the mail go a long way to keeping your customer satisfied. 

Update your contract 

You need to have specific language in your contract to help protect you and your business in the event of a misunderstanding or the lack of products and constant price increases. If you have not already done this, do it now. This language should help enforce the communication you have already been having with them. We highly recommend you contact a professional lawyer, there are several great ones out there as well as many great resources available through the National Roofing Contractors Association. 

Relax 

Take a deep breath and remind yourself that this situation is out of your control. If you start to panic, customers can sense that and lose confidence in your ability to handle the situation. Sometimes we overcommit to customers out of fear that we may lose the contract. This is not helpful to anyone. It may also hinder your ability to be honest and explain the situation which are key to your customers having confidence in you. 

Simply Affordable Roofing is owned and operated by Chris & Kendall Ekerson and Brandon & Nalani Smith. See their full bios here.