At Balance Mechanical, we know that building works, whether routine maintenance, repairs, or major renovations, can be disruptive to businesses, tenants, and customers.
Clear, proactive communication minimises frustration and ensures a smooth process for everyone involved. Here’s how to effectively communicate building works to your customers or tenants.
Plan communication
As soon as you have a confirmed schedule for the work, start planning your communication strategy.
The earlier you inform people, the more time they have to prepare. Be transparent about the scope of the work, expected timelines, and any potential disruptions.
Use multiple channels
Different people prefer different communication methods, so use a mix of:
- Emails – Great for detailed information and updates.
- Notices & Posters – Place them in high-traffic areas like lobbies or entrances.
- SMS or Messaging Apps – Ideal for urgent or last-minute updates.
- Social Media or Website Updates – Useful for businesses with a customer base that follows them online.
Be clear
Your message should answer key questions:
- What type of work is being done?
- How long will it take?
- Will there be noise, dust, or restricted access?
- Are alternative routes or facilities available?
Being upfront about the potential inconveniences helps set realistic expectations.
Provide a point of contact
Always include a contact person who can address concerns or answer questions. Whether it’s a building manager, project coordinator, or customer service representative, having a clear point of contact improves trust and reassures tenants or customers.
Give updates
Things don’t always go as planned—unexpected delays or changes may happen. Keep your tenants and customers in the loop with timely updates. If there’s a delay, explain why and provide a revised timeline.
Address concerns
Listen to any complaints or concerns and respond professionally. A small inconvenience can feel much bigger if people feel ignored. Showing empathy and providing solutions (e.g., offering alternative entrances or quieter work hours) can go a long way in maintaining good relationships.
Communicate post-work
Once the project is finished, let everyone know! A simple thank-you message acknowledging their patience and cooperation can leave a positive impression. If the work resulted in improvements (better facilities, increased energy efficiency, etc.), highlight the benefits.
Wrapping up
Effective communication during building works helps reduce frustration and ensures a smoother experience for everyone. By being proactive, clear, and responsive, you can keep your customers and tenants informed and maintain strong relationships throughout the process.
Need help with building maintenance or mechanical services? Balance Mechanical is here to help—reach out to us today!
