Customer Relations & Service Flashcards

A customer contacts you six months after installation reporting that a wooden privacy fence panel has warped. The warranty covers one year. What should the CFP do?

Answer: Inspect the panel, determine the cause, and repair or replace it if covered under warranty

Within a valid warranty period, the contractor should inspect and remedy covered defects to honor their commitment and maintain customer trust.

Which communication method is MOST effective when a customer disputes a final invoice amount?

Answer: In-person meeting supported by a written summary of decisions made

Discussing disputes in person allows nuanced conversation while following up with a written summary creates a record of the agreed resolution.

A residential customer expresses frustration that the project took two days longer than estimated. The CFP should:

Answer: Apologize for the inconvenience, explain the reason for the delay, and discuss any compensation if appropriate

Acknowledging the impact, providing a clear explanation, and discussing fair remedies demonstrates accountability and preserves the customer relationship.

Before starting a job near an existing structure the customer is concerned about, a CFP should:

Answer: Document the pre-existing condition of the structure with photos before starting work

Photographing pre-existing conditions protects the contractor from claims that job-site activities caused damage that was already present.

A customer asks for a specific brand of fence post that the CFP knows is inferior to alternatives. The professional response is to:

Answer: Inform the customer of your concerns with supporting reasons and document their informed choice

Sharing professional knowledge while respecting the customer's autonomy — and documenting their decision — is both ethical and legally protective.

Which scenario represents the BEST example of proactive customer service in fencing?

Answer: Notifying the customer in advance of the project start date, materials delivery, and expected completion

Proactive communication eliminates uncertainty, builds confidence, and reduces inbound customer inquiries throughout the project lifecycle.

A customer asks you to install a fence that encroaches one foot into the public right-of-way. You should:

Answer: Explain that encroaching on a public right-of-way may violate local ordinances and refuse unless proper permits are obtained

Installing a fence in a public right-of-way without authorization can result in removal orders, fines, and liability for both the contractor and the customer.