Protecting Customer Peace of Mind and Managing Perceptions During COVID-19

In these uncertain times, one thing is sure: People don’t see eye to eye about the coronavirus threat. Regardless of how you or your workers feel about the pandemic, you will need to manage customer expectations to land projects and get referrals.

What steps can you take to help your customers feel safe and comfortable when you’re on the job site? Consider the following tips:

1. Wear protective gear.

Put on a clean mask and pair of disposable booties when entering the site. At the bare minimum, make sure you and your team take every precaution legally required to perform your work.   

2. Adapt to social distancing.

This may mean staggering work schedules and tasks so that workers aren’t all in the same space at the same time. Also, figure out ways to ask customers questions and get feedback without being up close and personal. Following the golden rule of staying at least six feet from each other may take some creativity. Consider using smartphones to share photos and video apps.

3. Build a plastic wall as a temporary barrier.

If it is practical, close off work areas by using heavy plastic sealed with tape to make an airtight barrier. Aside from helping to minimize COVID-19 concerns, sealing off the worksite will help keep other areas of the building free of dust and debris.

4. Communicate!

Proactively explain to your customers the precautions you’re taking to ensure their safety and well-being. Also, discuss in detail your safety plan with your subcontractors. If they don’t follow your procedures, it could jeopardize your business reputation.

5. Be flexible.

Some customers will be more stressed than others about having contractors in and around their homes during these next few months. You may have to put stricter measures in place for customers who need extra assurance.

This pandemic has uprooted the way many of us live and work. While the inconveniences are frustrating, we all face the reality that our companies may not thrive if we don’t adapt. You may find that exercising an abundance of caution now will pay off for your business in the future.