Clear Communication is Critical to Happy Customers
Last week John explained to Gene what project information needed to be gathered…
- Project info (customer name, mailing address, project address if different than mailing, phone number, email address, project overview, budget, project deadline, any other relevant information)
- Measurements and dimensions, existing and new
- Building materials, existing and new
- Pictures of pertinent areas and existing construction
- Customer’s design ideas and finishes
Overlooking or forgetting something is a sure way to lose money when doing a construction project.
This week they’re going to take the information gathered and turn it into a Scope of Work. This will be the foundational form of communication between everyone involved in the process, i.e., customer, contractor, sub-contractors, employees, etc.
As they get started on this week’s meeting John asks Gene if he had an opportunity to use the Bid Sheet this past week and if so, how it worked.
“Yes.” said John. “It was a little awkward in the beginning. By the time I was finished gathering the project information I was glad I had it because there were a couple of things that it reminded me to do.”
John replied, “That’s great. Do you have any questions?” Not yet.” said Gene. With a smile John said, “You will before we’re done.
Okay. Did you bring it with you”? “I did.” said Gene, “I’ve got it on my laptop.” John told him to open it up and follow along. “Today we’re going to work on the most important part of communication between contractor and customer…the Scope of Work.
What is a Scope of Work?
A Scope of Work clearly defines and explains the work to be done. It should describe what is included in each specific task in terminology that both the customer and the contractor understand. A scope of work describes the work to be done on a project, who is responsible for completing the work, how the work must be performed (techniques used), and what materials will be used. It helps in the smooth operation of a project, minimizing situations leading to disputes. It is the first step to building a mutually beneficial relationship between a contractor and customer.
Communication with the customer needs be simple and direct while explaining clearly and thoroughly.
After having gathered the information needed for the project using the Bid Sheet, write out in a few sentences, or less, what each specific task is going to consist of. Explaining what you’re going to do in a way that a person with little or no construction knowledge can understand. Include as much detail and specifics as needed to be clear on what is or is not included in each part of the project.
Once this process has been finished for each task included in the project, you have a Scope of Work ready to be transferred to a blank Proposal template.
Here’s an example of a Scope of Work using the information from the Bid Sheet we worked on last week.”
As they’re wrapping up this week’s training John tells Gene. “Next week we’ll get into the pricing of a project.”
The real value of this Proposal System is in the pricing.
Previous posts in this series:
What is “business clarity” and how do you find it?
What Does it Take to Build a Successful Construction Company
It’s Time for the First Meeting
Being Aware of Bid Mistakes is the Best Way to Avoid Them
Constructing a Building is Better with a Plan, a Proposal is No Different