Client and Retaining Wall Contractor On the Same Page At the End Of the Project

Without a doubt the hardest part of working with a contractor is being on the same page at the completion of a project.

Over the years we have refined our process to ensure your experience is as stress free as possible. By repeating the same steps over and over again we get pretty good at it, and are able to have systems in place to not overlook what’s important to you.

The beginning stage is where you and Natasha have 1 or a few phone calls to get a lot of your questions, concerns, and fears addressed. She is a very good listener, and takes notes so the entire team is aware of what the criteria is for the project, and what’s important you.

On the site consultation Sam goes over Natasha’s notes with you, to ensure its accurate, and updated throughout the site visit.

The contract is written out in plain English, highlighting what is included, and more importantly what is not included.

Once the contract is signed a group message is created using WhatsApp. This organizes you (and your spouse if applicable), and Back 40 team all in one location. This provides the platform and ensures everyone is up to date with communication.

Using WhatsApp allows us to send important photos for record keeping, as well as videos explaining why we are doing things a specific way. Our clients really enjoy the group chat as they have a great way to communicate with us, and allows them to really understand their build, even when they are at work.

Throughout the project all suggestions and issues are communicated as soon as they come up, and reminders are sent for project milestones and payments.

It’s not unusual for a client to be heavily invested in the day to day of their project, but after a few days they almost always relax once they see I care as much or more about their project than they do!

The last day we are on-site we do a lot of cleanup, and hauling of our equipment home. This is usually not a day we are “working” on the project, but rather wrapping the project up. This final day is very therapeutic as we invest a lot of energy, and pride in our work. I take full ownership of a project, and this final day is me letting it go, and handing our finished work to you.

If you are home, we like to do a final walk through with you, but if not, we can send a video thanking you for working with us, and showing you the final result.

Our Follow Up Process 3-3-3

Natasha will call you 3 days after we have completed your retaining wall, this is a great opportunity to give us personal, company, and retaining wall feedback. We implement what you tell us, and improve for our next client.

3 weeks later Natasha will send you a message ensuring your new project is still as promised.

3 months later Natasha will do our final project follow up with you.

The following Spring after your retaining wall has gone through its first Winter, Sam will do an onsite check to ensure all is good, and to see what he can learn from critiquing his work with fresh eyes.

This Spring check in has provided invaluable feedback and experience necessary to building the very best retaining walls.

Communicating clearly and effectively has ensured we are on the same page as our clients at the end of their projects. To date we have completed every project on the same page, and are fully aware that this shouldn’t be taken for granted, and we can continue to improve.

We look forward to learning about your project, and taking ownership up your retaining wall build.