Ten commandments for managing disputes
These simple yet often ignored steps can help you better manage and minimise disputes in your business.
- Maintain a good working relationship.
- Do not allow complaints to escalate to a dispute by avoiding or ignoring your client.
- Make time to communicate with your client face-to-face and give your client the opportunity to explain the nature of their complaint.
- Do not interrupt while your client is speaking – no matter how ‘far-fetched’ you think their side of the events are.
- Listen, listen and listen.
- As your client talks, listen and take notes.
- After your client has finished speaking respond in a calm, clear and non-threatening manner.
- Once you have both agreed on an appropriate course of action, act quickly to implement the resolution.
- If you cannot resolve the complaint, seek help sooner rather than later – contact your local Master Builders office for advice.
- In any building related dispute you should apply sound commercial judgment by pursuing a course of action that minimises your loss (monetary/relationships).
Strategies for dispute management will differ depending on the individual circumstances, so make sure you consider all the aspects before proceeding with a course of action.
