AE N
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I would have the customer direct his questions to one person only, most likely the foreman!
It sounds like you need to do a review with the customer at the end of the day to discuss the progress and expectations. maybe you need to do it before the day starts?
Just need to open the communications so that there is no misunderstanding. There must be something "bothering" this customer for them to keep asking questions...
Good Luck! |
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mw
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That's a tough one. You don't want to make the client feel as if they are not allowed to ask questions and you don't want to fall behind on the work. You may want to first tell them thank you for the questions and you appreciate their involment in the project. Then request them make a running list of questions to either present you at the beginning or the end of the work day. That way they get to ask their questions and feel validated and you get to work at a decent pace. |
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tom a
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the way to do it is to be firm but fair and say i am sorry to sound a frank but we need to concentrate because we are trying to do the best job possible on this for you. or you can carry on and say nothing which is probably what you will do |
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stevenyoungers
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Politley suggest all questions are put to you (the boss) at a morning meeting once a week, questions raised during the week should be raised in written format for you to answer at the pre arranged meeting.
You can then take a sensible approach to the urgency of each question
eg. a query raised about the structural width of an opening is more pressing than a question relating to a date in the future that it would be appropriate to start choosing colours for decoration. |
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norseman
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One solution is to instruct your employees not to spend time chatting with customers. You don't pay them for that. Have a morning meeting with all of them and tell them that stopping work at any time other than breaks is unsatisfactory. They should refer all customer inquiries to you. The customer probably doesn't know he's costing you money. |
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David G
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Have a talk with her, and suggest that she pose any question she has to you. Explain to her, by doing this, we can ensure that the work gets done in a timely manner, which benefits her. Next, have a conversation with your employees.
Ask them to listen for a few minutes if she continues and then coach them on how to gracefully exit. For example, "Mrs. so and so, I appreciate your enthusiasm, but I do need to get this done. Maybe we can talk more at bit later."
One thing that you do want to do is to expect high performance from your staff. This may be a legitimate problem, but there is a solution to every problem. You and your team have to work together to overcome it, and you have to hold your team accountable to the performance expections you set. |
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funnyone53
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Let the client know that you have to be finished by a certain date and therefore your staff need to crack on. Have a word with your staff and say that you are going to chivvy them up in front of her/him to knuckle down and hopefully the client will take the hint. Also get the staff to back you up to the client after you have left. As in them saying that you are right and they should be getting on with it really. Good luck |
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Laura J
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Its your workers. Not your client. You need a meeting with them. |
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noeusuperstate
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The client isn't the problem it is your workers. They are the ones who need to respond appropriately but they are taking advantage. Simple solution would be to gently drop into the conversation when the client isn't in earshot that you are behind on the job and it is putting any chance of a Christmas bonus in jeopardy.
Then you (as the boss) go to the client at the start of work each day and say l'et me tell you what we are trying to do today' after you have set the staff to work on their tasks.
Finish the conversation by asking are there any other questions? Politely introduce into the conversation that you need the team to get on as the job is running beyond the original estimate due to the amount of time taken and you want to keep the cost down for the client by getting on.
Once the employees and the client see what talking costs them (which they will quickly) you should be able to regain control.
In future remember it is your job to manage and oversee not to play catch up with work your employees should do.
If they are self employed then look at the standard of work and advise them where it is poor that you may have to not use them on future contracts you win if it doesn't improve. |
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