No matter how well you do your job or how much effort you put into your business, you cannot please everyone. Contractors often learn this lesson the hard way. They might complete a job thinking everything went smoothly, not knowing that the client was extremely upset or displeased about part of the job.
The next thing you know. You’ve got a negative review on your online listing or a nasty email or letter sitting in your inbox. Even when you take the time to try and go back to make the situation better. The damage is already done. Bad reputations can haunt you and your business for a long time.
For some strange reason, the few negative comments you might have on your website or listing site will far outweigh the many positive comments that are there. It’s just the way it works. Some contractors waste too much time trying to get rid of negative comments or reviews instead of simply moving on and focusing on getting more positive reviews.
Here are 3 ways to overcome bad contractor reputations and get your clients focused on the positive:
1. Be Willing to Take Responsibility
One unfortunate circumstance that often arises with a bad reputation is that it can continue to grow if you are not willing to address it and take responsibility. It’s important to know the difference between admitting to being wrong and taking responsibility. You can own up to the fact that your client isn’t happy without admitting you did something wrong. By ignoring the situation, you run the risk of making the disgruntled client even more upset. This can lead to more serious issues.
2. Be Willing to Communicate
It’s truly amazing how much clear communication can impact a bad situation. The temptation when things start to get bad is to go into “avoidance” mode. You might tell yourself that you’ll get around to addressing the situation later. Or maybe if you ignore it, the whole problem will go away. However, when your reputation is on the line, it’s much wiser to address the situation right away and be clear in your communication. In fact, starting out with clear communication in the beginning may actually help you avoid problems that would lead to the staining of your reputation.
3. Be Willing to Be Transparent
People lump the word “transparency” in with “truth” and “honesty.” When you are able to be transparent with costs and billing involved with a project, it can definitely help promote a more honest reputation. It can also repair a tarnished reputation at the same time. Be sure your records are in order and easily obtain it should this type of situation arise.
Know that Hacker Accounting has been working with contractors and small businesses for over 2 decades now. We are ready to work with you to help you develop and maintain a good, solid reputation.