As a business owner, it’s essential to understand that delays in projects or jobs are inevitable. The key to maintaining strong relationships with your customers during these delays lies in effective communication. In this blog post, we will explore some tips on how to communicate delays with customers effectively and keep their relationship at the same time.

The first step to handling delays successfully is to manage customer expectations right from the start. Be open and transparent about the possibility of delays and initiate a conversation with your customers about how you plan to communicate and address these issues if they arise. It could be delays with materials, contractors’ availability, or the need to rework the site. Setting the expectations early is important as you can avoid disappointing conversations later.

Secondly, when it comes to communicating delays, using a structured conversation approach like the GROW model can be incredibly effective. While the GROW model is a simple guideline, it’s essential to tailor your approach based on your industry whether it’s in residential, commercial, or industrial projects. Be prepared to address potential damages associated with delays in certain industries.

Here’s how you can use this model to structure your conversation:

1. Goal (G): Start by reiterating the initial goal or timeline you and the customer had set for the project. For example, our goal is to finish the project or be up to a certain stage by X.
2. Reality (R): Be honest about the reasons for the delay. Whether its illness, materials being delayed, or other contractors being held up. The impact of these could mean having to push back the completion date or the progress date to Y.
3. Options (O): Assure the customer that you’re actively exploring options to get the project back on track. Be open and early with all your conversations.
4. Wrap-up (W): Summarize the conversation by informing the customer of the revised completion date or progress date from X to Y and assure them that you’ll keep them updated throughout the process.

Effectively managing delays comes down to early and honest communication. It’s not complicated, it’s actually quite simple, and it will make it easier along the way. Keeping customers informed early and in every step of the way makes it easier along the way. Addressing potential liquidated damages upfront and dealing with them honestly can prevent complications down the line or delay them from occurring. You will have better chance of managing the outcomes through early and frequent communication.

If you need some support with communication strategies in your business, please be in touch with the team PROTRADE United.