The demands placed on stonemasons in terms of technology, planning and cross-trade expertise are increasing. Added to this are the expectations of customers. If you want to keep up, you have to train yourself and know the requirements. For 25 years, the consumer protection experts of the German Builders’ Association (BSB) have been investigating construction defects and the amount of damage caused by building projects. “Many defects are caused by construction work that is not […]
The demands placed on stonemasons in terms of technology, planning and cross-trade expertise are increasing. Added to this are the expectations of customers. If you want to keep up, you have to train and know the requirements.
For 25 years, the consumer protection experts at the German Builders’ Association (BSB) have been investigating construction defects and the amount of damage caused by construction projects. “Many defects are caused by construction work that does not comply with the recognized rules of technology or deviates from the contract,” is the current conclusion of BSB Managing Director Florian Becker. A classic: moisture damage. But planning errors, mistakes in coordination or in construction supervision also cause damage, some of which entail considerable costs.
According to the BSB, half of all private builders have to contend with construction defects. In addition, there are contract deviations (for a third), late completion (for almost a quarter) and problems with acceptance. In view of these figures, you would almost think that the customers for whom everything is running smoothly are happy.
From the customer’s point of view, every complaint – even if it is only a minor one – is a disappointment. Service specialist Ralph Lange emphasizes this. Accordingly, companies should handle complaints sensitively. After all, whether rightly or wrongly, the customer’s expectations have not been met. Ralph Lange: “There can be very different emotional reasons behind a complaint: Annoyance, anger, concern about having been cheated or simply a lack of understanding.”
However, not every complaint has to turn into an elephant, just as not every customer inquiry is highly emotional. “This is often confused,” warns Lange, urging caution and advising to first check the degree of agitation and the possibility of an uncomplicated clarification. A purely objective reaction is not advisable in the first instance when people are very upset. It is better to first show understanding and recognize the customer’s situation.
Stonemason as guinea pig
The customers with whom Thomas Wilder, a publicly appointed and sworn expert for the stonemasonry and stone carving trade, deals, have long since passed this phase. But first of all, Thomas Wilder defends the companies: “It’s not getting any easier for the trade. New products are entering the market faster and faster and are being advertised intensively. Stonemasons are sometimes used as guinea pigs in the workshop and on the construction site.”
As an expert, he naturally sees things differently. “We are usually called in when the child has fallen into the well. Then the rules of technology, the standards, the data sheets, the generally accepted procedures that have been used in practice for years apply.” And the rule is: whoever writes, stays. “I can only recommend that colleagues take precautions. Perhaps also get customers and retailers on board,” advises Wilder.
But he also knows that in practice, you can’t protect yourself against all eventualities. Customers would have to sign “folders full of documents”. But it helps if you can explain to your customers when claims are unrealistic.
Read more in STEIN 5/2021.
