Feedback or fiction? Understanding the difference

By JobNimbus. 

Identify ways to help improve your business by recognizing and applying constructive feedback. 

Distinguishing between genuine client feedback and mere complaints can make or break your business. Before dismissing a client as difficult, pause and reflect — could their critique actually be a valuable insight into your processes? By learning to separate constructive feedback from unwarranted criticism, you can transform challenging interactions into opportunities for growth. Here at JobNimbus, we have compiled strategies that will help you navigate these tricky waters and turn potential conflicts into avenues for improvement. 

Knowing when feedback is valid 

Before we dive into our advice, it’s important to know how to differentiate between a difficult client and someone trying to help you. 

Take a step back and ask yourself, “Are they truly being difficult? Or is there a larger problem in my processes?” 

When people give us feedback, it’s natural to respond defensively and label that individual as “difficult.” Sometimes, they are just being difficult. But other times, customers are truly trying to give you valid feedback about your business. 

The more experience you have in your profession, the easier it gets to recognize the difference between the two. 

When a customer genuinely gives you valid feedback, try to keep an open mind and use it to improve your processes. 

4 strategies roofers can use to deal with difficult clients 

We’ve rounded up some useful tips and tricks to help you professionally deal with challenging clients. Let’s jump in. 

Document everything 

It’s crucial to keep detailed records of all interactions, agreements and changes with your client. If issues arise with a difficult client later, you’ll want to have documentation to reference. 

You never want to find yourself in a situation where it’s your word against theirs. That’s why documentation is essential. 

Roofing software allows contractors to store and organize files in one place. This ensures you have a clear paper trail on your side if you need it. 

Listen and communicate 

Active listening and proactive communication can go a long way in resolving conflicts with difficult clients. You may think you’re a great listener, but people often think they’re better at listening than they actually are. 

Research has found that 96% of people who thought they were good listeners only retained about half of what they heard. However, if you try to improve your listening skills, you can improve your conflict resolution skills. 

Identify the root cause of the client’s complaint and address it promptly. Clear communication can prevent misunderstandings from escalating into larger problems. 

Establish boundaries 

Conflicts often arise due to unclear expectations or miscommunications. To avoid conflicts from starting in the first place with a difficult client, establish expectations from the onset. 

Clearly outline your: 

• Working hours 
• Response times 
• Preferred communication methods 
• Scope of work 
• Timelines 
• Costs 
• Materials 

Use a detailed roofing contract to set these expectations and prevent confusion. Since both parties must agree and sign the contract, it can prevent conflict down the line. 

Additionally, before you’re at the contract stage, make your roofing estimates as realistic and clear as possible. 

Abusive behavior from a client is absolutely unacceptable. It’s okay to drop clients who repeatedly violate boundaries. As a business owner, it’s paramount that you prioritize your team’s safety. 

Save your sanity with roofing software 

These simple tips can help you deal with difficult clients in your roofing business. In addition to setting expectations and communication, contractors can invest in roofing software to keep their business organized. 

Roofing software helps you manage projects, communicate with clients and keep all your documentation in one place. When you have the right tools at your disposal, you can set your roofing company up for success. 

Original article source: JobNimbus