How is Your Communication? Thoughts from DPHA Fellow Kaye Powell

When I was in the showroom, getting a professional to return my call was not too difficult. How-ever, since retiring and moving to a new area where I am not known, getting return calls from showroom professionals and contractors has become very challenging. Calling a business that is busy is understandable, but calling a business that is too busy to return calls at all is unprofessional and will eventually hurt the business. There is a saying that a good review for a company will result in one or two leads, but a bad review will be the topic of conversation for a long time. I do not think these business professionals intend to do this, but I have experienced it again and again.

Thinking that the project is too small or insignificant is very short-sighted. I hired the contractor who renovated my kitchen to do my deck a few months later because of the quality of his work and his professionalism. The showroom that returned my calls and got the quote done on time got the contract. Several showrooms I visited didn’t even show interest in my projects! Now fast forward to Covid-19 times. Communication is more vital than ever as people are more isolated and want-ing the spaces they spend their days in to be more functional and more beautiful.

So how can showrooms approve upon their communication? Keeping track of promises on a scheduling calendar is helpful. Asking the client for a good time to call and suggesting a date or two is a great way to make them feel that their project or business is important to you. Following through is imperative. It only takes a minute to admit that you are running late and ask for an ex-tension or another appointment. However, not returning the call will result in anger, frustration and a loss of business. It is also a good idea to ask if there is a preferred way to communicate. Phone, email and text are all options and some will prefer one over the other. Designers, contractors and industry professionals are focused on protecting their reputations with their clients too. Helping them do that will cement a good working relationship with them.

Managing your time well will also reduce stress. Be sure to block out time to complete the tasks promised before the promised date. During these changing times, be thinking not just of today’s project, but remember that the future may be determined by how well the communication is to-day.