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Cautionary Note 41 – What clients want
November 1, 2001
Based on data collected from inspection of over 45,000 buildings we issue the following advice.
Tyrrells has assisted with over 5000 building disputes and claims against contractors, architects and consultants.
The lessons learnt from these matters are not surprising.
Win or lose, consumers
- are usually very unhappy with the process;
- say they will never be drawn into this type of process again.
Strangely, this information is rarely analysed to allow all the advisors to benefit from their mistakes and successes.
Consumers are becoming much harder to please.
We have identified a number of reasons that make clients happy with an outcome:
- the issues are quickly identified before everyone has been misadvised by their inexpert friends and relatives;
- legal and expert advisors objectively but politely exclude unreasonable complaints and attitude;
- in the most successful cases, the legal adviser works closely with one expert paid for by both parties;
- the legal advisors then facilitate rectification of any issues by the party responsible. Both parties pay for quality assurance because it is in everyone’s interest to get it fixed properly this time.
The financial and time savings are so significant that the commercial benefit to the community cannot be ignored. Besides, most parties say it was the extended stress on their families and businesses that was the hardest to bear.
Your customers are so much happier when they are listened to and given the solutions they need.
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