How contractors can handle a customer complaint
Complaints happen on every crew. How you respond decides whether you lose the customer or keep them.
- Listen first. Let the customer finish. Write down what they say in their words.
- Repeat it back. Confirm you understood the problem before you explain anything.
- Look at the facts. Check the job notes, photos and invoice before you answer.
- Offer a fix and a date. Tell them what you will do and when, then do it.
- Follow up. Call a few days later to confirm they are satisfied.
Common questions
Should I offer a refund right away?
Look at the facts first. Offer a fix, a partial credit or a refund based on what actually went wrong.
What if the customer is wrong?
Stay polite, show the job notes and photos, and explain what was agreed.
See also the contractor guides and free tools.
General information, not legal or financial advice. Verify with your attorney or accountant.
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