Client Communication Protocol
Every interaction with a client reflects who we are. This procedure ensures our communication is professional, proactive, and rooted in the trust that defines Eternity Builders.
Procedure Steps
Follow each step in order. If something does not apply to the current situation, note it and move to the next step. If you find a better way, bring it to your group leader so we can improve the procedure for everyone.
Establish the primary point of contact for each client at the start of the project. The client should always know who to call.
Send a weekly progress update every Friday by end of day. Include what was accomplished, what is planned for next week, and any issues that need attention.
Respond to all client inquiries within 4 business hours. Even if you do not have the answer yet, acknowledge the question and give a timeline.
Document all significant client conversations in the project file. Verbal agreements must be followed up in writing.
When delivering bad news, do it early and honestly. Clients can handle problems — they cannot handle surprises.
Invite the client to scheduled site visits. Show them the work, explain the progress, and let them see the quality firsthand.
After project completion, schedule a formal handoff meeting. Walk through the finished work, deliver all documentation, and ask for feedback.
Send a follow-up thank-you within one week of project completion. Express genuine gratitude for their trust in Eternity Builders.