Customer Complaint & Issue Resolution for Drywall
The Customer Complaint & Issue Resolution workflow supports drywall contractors by providing a consistent process for resolving client concerns. It includes documenting issues, inspecting work quality, identifying corrective measures, and ensuring follow-up communication. Managers confirm resolutions and track patterns for improvement. By using this workflow, drywall companies reduce callbacks, enhance client confidence, and protect their reputation. Clients benefit from responsive communication and clear resolution steps. Teams gain accountability with structured documentation. With this workflow in place, drywall contractors can strengthen professionalism, improve customer satisfaction, and deliver projects more reliably while managing concerns in an organized and transparent way.
Receive complaint via phone, email, or in person
Acknowledge the issue and thank the client for bringing it up
Document the details: who, what, when, where, and any supporting info
Assign the issue to a project manager or designated team lead
Contact the client to clarify the concern and confirm expectations
Investigate the issue (site visit, photo review, team discussion, etc.)
Determine root cause and whether it's warranty, scope-related, or performance-based
Decide on appropriate corrective action and timeline
Communicate proposed solution to the client and get confirmation to proceed
Complete the corrective work or service promptly
Follow up with client to ensure satisfaction with the resolution
Log the issue, response, and outcome in project or CRM system
Review internally to identify any trends or process improvements
Use feedback to strengthen future communication and quality controls
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