Dealing with a Clumsy Client Laison

Ecivon on 08/03/2023 - 17:06

Hi guys

I am about to start building my dream home, but I got a single problem with my builder at this stage. A clumsy client laison..

This lady has not been really reliable when it comes to details and always keep missing some of my requests to change and pricing quotes. Literally she always has missed at least one item whenever I requested some plan changes. And moreover not just clumsy and very slow responses too without any explanations. (not sure about her workload so she could make any excuses)

And my patience is really running out now and not sure what to do with her since I never been good at making a complaint to someone. Should I speak with her boss or herself? I don't really feel comfortable talking this either way.

Home & Garden

Comments

  • spackbace on 08/03/2023 - 17:13
    +8

    It's ok, she'll be retired by the time your house is actually built

    • Ecivon on 08/03/2023 - 18:53

      Hopefully not lol

  • godofpizza on 08/03/2023 - 17:17

    what stage are you at with the building, have you signed the contract yet? Or are you still at the sales stage?

    • Ecivon on 08/03/2023 - 18:53

      I am waiting on final pricing and draft contract

      • spackbace on 08/03/2023 - 18:54
        +1

        Not final till you have the keys in your hand, just fyi…

        • Ecivon on 08/03/2023 - 19:33

          Lol yeah looks like thats very normal now

  • dtc on 08/03/2023 - 17:26
    +1

    who are you dealing with - a small builder or a big project home company?

    is the person a family member of the builder?

    • Ecivon on 08/03/2023 - 18:55

      Not big but still project home builder and they have pretty good reputation around my area as their headquarter is located here

  • DashCam AKA Rolts on 08/03/2023 - 17:30
    +3

    After each meeting/conversation with the client liaison, send an email to them confirming any agreements/price changes/variations. Make sure to set email to request a delivery receipt/confirmation. C.C. the builder/construction manager as well.

    • Ecivon on 08/03/2023 - 19:25

      Well actually that's what I am doing just in case but as I have mentioned above the problem is that the level of her work is poor and slow in overall.

  • 7ekn00 on 08/03/2023 - 17:57

    Fell for it …

    A Liaison person that works for the building company is not there to work for you (think of them as HR!) - they are there to put as many obstacles in the way of you getting want you, when you want it, for how much you want it :/

    • Ecivon on 08/03/2023 - 19:22

      That sucks!!

  • Stopback on 08/03/2023 - 17:59

    Send a spreadsheet

    • Ecivon on 08/03/2023 - 19:33

      Not a bad idea ;)

  • Drakesy on 08/03/2023 - 19:10
    +1

    I'd personally be greatful my builder hasn't gone bust yet.

    There was a story in the Fin Review about a builder which burnt out/lost all its project managers/builders and ended up putting on the receptionists and admin staff as the project managers.

    You can use your imagination as to what ended up happening to the company…

    lets hope this isn't one of those cases

    • Ecivon on 08/03/2023 - 19:30

      Well lools like we never know until something actually unfolds. The Information asymmetries is so so huge in the building industry.

  • happydude on 08/03/2023 - 19:44
    +4

    I thought this would be about the band, Client Liaison. Very disappointed.

  • AustriaBargain on 08/03/2023 - 20:49

    She probably just wants to deprioritise you as you've already been sold, so they can allocate resources to more demanding and still potential clients. She'll let your dream home take years and thousands more to build if you let her.

  • mauricem on 08/03/2023 - 22:14

    Spreadsheet is good but at the very least you should be using numbered dot points in written communications. Makes it harder to ignore or miss items which I find often happens when there are multiple things that need actions.

  • garetz on 08/03/2023 - 22:48
    +1

    Sounds like you are not good with confrontation, talk to her boss and state all the issues you had with missing information and whatever else you described, and tell them you no longer want to deal with this person as they are incompetent, and you are on the verge of backing out due to this incompetency. I am sure they will sort it out quick smart.

  • Dundundunnnn on 09/03/2023 - 05:02

    Client liaison doesn't actually do the work. They are the friendly face to keep you talking from the people doing the job that may not have the best customer service or need not be disturbed all day by phone. As others have said, use an excel list or bullet point list and just keep adding to it and resending it. Give them a column for response and another for price adjustment. If they send that row back blank resend it the file and say it has been overlooked. They may have no intention of honouring your request but want to avoid conflict and sign the contract which is alot easier to do in an email body, vs an excel file.

  • Ecivon on 09/03/2023 - 16:12

    Thanks for every comments above.. and I think I am gonna do something soon!!

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