Customer Complaint & Issue Resolution for Masonry
The Customer Complaint & Issue Resolution workflow supports masonry contractors by ensuring all client concerns are managed efficiently. It covers recording issues, inspecting installations, assigning corrective measures, and confirming resolution with the client. Managers track communication and analyze trends for process improvement. By using this workflow, masonry companies reduce disputes, protect reputation, and increase customer loyalty. Clients benefit from transparent responses and effective corrective actions. Teams gain accountability with documented resolutions. With this workflow in place, masonry contractors can strengthen professionalism, improve service quality, and deliver projects more reliably while ensuring client issues are resolved promptly.
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
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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