Lesson
39
Delays are an inevitable part of the kitchen and bath remodeling process, whether due to supply chain issues, unforeseen complications, or weather. Managing client expectations during these setbacks is key to maintaining trust and keeping the project on track.
Here’s how to navigate delays effectively while keeping clients satisfied.
Be Transparent from the Start
Set realistic expectations early by addressing the possibility of delays during your initial conversations.
What to Communicate:
Potential risks or challenges that could impact timelines.
How you plan to mitigate or address delays if they occur.
Emphasize your commitment to quality over rushing the project.
Communicate Quickly and Clearly
When delays happen, inform your client as soon as possible to prevent frustration.
How to Communicate:
Explain the cause of the delay in simple terms.
Provide an updated timeline and outline the steps you’re taking to resolve the issue.
Use a calm and empathetic tone to show you understand their concerns.
Example:
"Due to a delay in material delivery, we’re pushing the installation phase back by one week. We’ve already coordinated with suppliers to minimize further disruption."
Offer Solutions or Alternatives
Clients are more understanding when they see you’re proactive about solving the problem.
Ideas for Solutions:
Suggest alternate materials or finishes if availability is an issue.
Adjust the project schedule to focus on other tasks while waiting for delayed items.
Offer temporary fixes if the delay impacts usability, like installing a partial kitchen setup.
Keep Clients Updated Regularly
Even if there’s no immediate resolution, ongoing updates reassure clients that you’re managing the situation.
Update Frequency:
Provide weekly progress reports, even if it’s just to confirm the timeline hasn’t changed further.
Share updates on your efforts to resolve the delay, like supplier communication or expedited orders.