Customer Relations & Service Flashcards

A customer calls mid-project to request an upgrade from chain-link to ornamental iron fencing. How should the CFP handle this change order?

Answer: Document the change in a written change order with revised pricing before proceeding

A written change order signed by both parties before work continues ensures the customer understands and agrees to the revised scope and price.

When a neighbor approaches a fence contractor on the job site and asks who hired them, the contractor should:

Answer: Confirm the job site location but protect the customer's personal information

Protecting customer privacy is a professional obligation; sharing only job-site-relevant information respects confidentiality while addressing the neighbor's concern.

A long-term commercial customer requests a significant discount on a repeat project. The BEST approach is to:

Answer: Review costs and offer a reasonable loyalty discount if margins allow, explaining the rationale

Acknowledging loyalty with a transparent, financially viable discount strengthens the relationship without compromising business integrity.

Which situation MOST likely indicates a customer is at risk of canceling a contract?

Answer: The customer repeatedly calls for updates and expresses doubt about material choices

Frequent calls expressing uncertainty signal unresolved concerns that, if left unaddressed, often lead to cancellations or disputes.

A customer's HOA rejected the approved fence design after installation was complete. Who bears responsibility for ensuring HOA approval was obtained?

Answer: The contractor if HOA approval was listed as the contractor's responsibility in the contract

Responsibility follows the written contract; if HOA approval was assigned to the contractor, they are liable, but if it was the homeowner's duty, the homeowner bears responsibility.

What is the PRIMARY purpose of conducting a post-installation walkthrough with the customer?

Answer: To confirm the work meets the agreed specifications and obtain customer sign-off

A walkthrough ensures the customer acknowledges satisfactory completion, reducing future disputes and providing an opportunity to address any final concerns.

A commercial customer needs a large perimeter fence installed in three phases over six months. The BEST billing approach is:

Answer: Establish milestone-based payment schedule tied to phase completions in the contract

Milestone billing aligns payments with measurable progress, protecting the contractor's cash flow while giving the customer confidence that payments reflect completed work.