TCF585: Contractor Q&A: “How to Handle the Customers’ Hovering Over the Crew?”

Tom and Dan answer your questions about dealing with customers hovering over the crew during the workday and how to deal with unrealistic expectations from customers.

 

Question1: How do you mitigate customers hovering over the crew during the workday?

• Let them know beforehand what will happen and what you expect from them.
• Zip walls keep the customer away if you work inside.
• Handle it playfully — tell them that your people are uncomfortable and less efficient when they watch their every move.
• Ask why they are watching you and express your concerns to them — they will usually understand

 

Question2: How do you deal with customers' unrealistic expectations besides walking away?

• Make sure you know all their expectations before you accept the job. 
• Before you take even a penny from them, be clear and precise about the work — they'll have no leverage at that point.
• Include them in the contract, and list them in the work order — so that there is documentation on what was discussed and agreed upon.

 

Resources: 

Submit your questions to [e-mail] with the subject “Podcast” and Tom and Dan will try to answer them on an upcoming show.

 

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