Achieving Exceptional Customer Service

Without superb customer service, commercial property repair projects are especially critical because of the potential loss of income.

Excellent customer service is the basis of any successful business, and in the world of commercial property repair projects, it becomes even more crucial. Clients investing in such projects expect not only high-quality work but also a seamless and positive experience. Let’s explore the best practices for achieving exceptional customer service in commercial property repair projects, focusing on effective communication, transparency, attention to detail, and post-project support.

Many times, a repair project will be on a property that heavily depends on income from their guests or customers.  Hotels are a perfect example: delays in the repair project can keep a hotel room ‘off-line’ for days or weeks – generating NO income. And, that income can never be recouped. Lost revenue from Hotel or Nursing Home Rooms is gone forever.

Effective Communication:

Communication is the key player of any successful repair project. Establishing clear and open channels between the repair or remodeling team and the client is essential. From the initial consultation to the project’s completion, consistent and transparent communication ensures that clients are well-informed and feel involved in the decision-making process. Regular updates, progress reports, and meetings help manage expectations and build trust.

Furthermore, listening to the client’s needs and preferences is principal to success. Understanding their vision and concerns allows for a more personalized and satisfactory repair experience. This active listening should extend beyond verbal communication to include a thorough understanding of any provided design concepts or specifications.


Transparency builds trust and confidence. We hear a lot about transparency, and it remains in the top two of communication. Clearly outlining the project scope, budget, and timeline from the outset helps manage repair job expectations and prevents misunderstandings. A detailed and easily understandable contract or written agreement that includes all terms and conditions is essential. Any potential changes to the original plan should be communicated promptly, along with the reasons behind them. Written change-orders help with a complete understanding of what to expect.

Financial transparency is equally crucial. Providing regular, itemized updates on expenses ensures that clients are aware of where their investment is going. Transparency promotes a sense of partnership between the repair team and the client, reinforcing the idea that both parties are working towards a common goal.

Attention to Detail:

The devil is in the details, and in commercial property repair, attention to detail is a hallmark of exceptional customer service. Meticulous planning and execution are necessary to ensure that every aspect of the project aligns with the client’s expectations. From the selection of materials to the finishing touches, each detail contributes to the overall success of the project.

Quality craftsmanship is a non-negotiable element of attention to detail. Skilled and experienced professionals should be employed to guarantee that the work meets or exceeds industry standards. Regular quality checks and inspections throughout the project help identify and address any potential issues promptly, ensuring that the end result aligns with the client’s vision. Contractors should never ‘cut corners’ to save themselves money or time.

Post-Project Support:

Extraordinary customer service extends beyond the completion of the repair project. Offering post-project support demonstrates a commitment to long-term customer satisfaction. This may include follow-up inspections, addressing any post-construction issues promptly, and providing guidance on maintenance and care. Too many times, contractors want to wrap up the project to move beyond it and just get their money and never have to deal with it again.

Soliciting feedback is another vital component of post-project support. Constructive criticism and positive feedback both offer valuable insights that can be used to enhance future projects and refine customer service practices. Clients who feel supported even after the completion of the project are more likely to become repeat customers and recommend the repair services to others.

Achieving outstanding customer service in commercial property repair projects requires an all-inclusive approach that includes effective communication, transparency, attention to detail, and post-project support. By prioritizing these elements, repair teams will create positive experiences for clients, build lasting relationships, and establish a reputation for excellence in the industry. In the competitive field of commercial property repair, exceptional customer service is not just a differentiator – it is a requirement for sustained success.

Author:  Dick Wagner, Tactical Specialist