Customer Comms

23 articles

• Complaint Handling Procedure for Tradespeople
  Step-by-step complaint procedure: acknowledgement within 24h, investigation, written response, escalation to ADR, Consumer Rights Act 2015 remedies
• Ending a Job Contract: Abandonment, Final Account & Recovering Costs
  Contract termination: abandonment vs repudiation, minimum 7 days written notice, quantum meruit for work done, retention of title clause, Letter Before Action, small claims process
• Handling Negative Reviews as a Tradesperson: Response Strategy, Legal Position and Recovery
  Defamation Act 2013 honest opinion/truth defences, 7-14 day response window, acknowledge/empathise/own/correct/offer/offline framework, platform removal criteria, build review volume to dilute
• How Do I Handle Scope Creep? Variation Orders, Written Confirmation & Pricing Extra Work
  Managing scope creep: variation order templates, pricing extra work, written confirmation before starting
• How Do I Respond to a Snagging List? Acknowledging, Scheduling & Completing Defects
  Snagging list response: BS 8000 tolerances, categorised response letter, completion sign-off process
• How Should I Handle a Customer Complaint? De-Escalation, Documentation & Resolution
  Handling customer complaints: LEAP method, Consumer Rights Act 2015 remedies, documentation, when to involve insurer
• How Should I Respond to a Bad Review on Google, Checkatrade or Trustpilot?
  Responding to bad reviews: Google/Checkatrade/Trustpilot templates, removal process, building review volume
• How to Ask Customers for Google Reviews
  How to ask customers for Google reviews: SMS/email templates, timing, Google's authenticity policy, CMA review guidance, response cadence
• How to Chase Late Payment: Professional Templates That Work
  Late payment chasing templates: friendly reminder through letter before action, statutory interest rights, small claims process
• How to Follow Up on an Unanswered Quote: Templates and Timing
  Quote follow-up templates: 3/7/14-day SMS and email templates, timing guidance, handling price objections
• How to Tell a Customer the Job Will Cost More Than Quoted
  How to tell a customer the job costs more: variation templates for hidden damage, scope creep, material increases, legal obligations
• How to Write a Professional Quote: Structure, Exclusions & Validity
  Professional quote structure: scope of work, exclusions, provisional sums, validity period, acceptance mechanism
• Job Handover Documentation: O&M Manuals, Test Certificates & Warranty Packs
  Job handover documents: Benchmark checklist, EIC, EICR, FENSA, G3 commissioning certificate, CDM Health & Safety File, as-built drawings, insurance-backed guarantees
• Managing a Customer Snagging List
  Managing a snagging list: BS 8000 tolerances, categorisation (defect/snag/variation), 14-day acknowledgement, photo evidence, sign-off process
• Payment Chasing Templates for Tradespeople
  Payment chasing templates: 4-stage escalation (friendly reminder → firm → final → LBA), Late Payment Act 1998 statutory interest 8% + base, £40/£70/£100 compensation
• Project Handover Documentation: Completion Sign-Off, Certificates, Maintenance Instructions and Defects Liability Period
  Sign-off checklist at practical completion, electrical completion certificate, gas commissioning record, as-built drawings, 12-month defects liability period under JCT MW 2016
• Requesting Deposits: When to Ask, How Much & Your Legal Position
  Requesting deposits: 10–30% typical, deposit vs part-payment, Consumer Rights Act terms, stage payment structures
• Retention Payments Explained
  Retention 3-5% under JCT; half at Practical Completion, balance at end of 12-month DRP; Construction Act 1996 (as amended) payment/pay-less notices; reform under consultation
• Stage Payment Schedules: Recommended Milestones by Job Type and Legal Framework
  Milestones tied to objective progress (deposit→first fix→watertight→completion→retention); Construction Act 1996/2009 + residential occupier exemption; don't front-load; CRA 2015 withhold for defects; tie to BC inspections
• Terms & Conditions Template for Tradespeople: Key Clauses to Include
  T&Cs for tradespeople: payment terms, 14-day cooling-off right, variation procedure, Consumer Rights Act 2015 statutory rights
• Variation Order Template and Guide
  Variation order template: 9-section document with scope/price/programme/sign-off, Consumer Rights Act 2015 s.50 binding statements, JCT Minor Works 2016 Clause 3.6
• Variation Orders: Written Instructions, Pricing Extra Work and Consumer Rights Act Compliance
  Variation orders: written confirmation before starting (email/WhatsApp valid), Consumer Rights Act 2015 s.50 oral representations binding, JCT Minor Works Clause 3.6, quantum meruit fallback, scope creep log
• Written Contract Guide for Tradespeople
  Written contract structure: 12 essential clauses, Consumer Contracts Regs 2013 14-day cooling off, Regulation 36 waiver, Consumer Rights Act 2015 statutory rights