Customer Comms

14 articles

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
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 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
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
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 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