As an installer, we understand that no matter how well you’re prepared for a job, unforeseen workplace conflicts can arise which can add an extra layer of difficulty to your installation.
We’d like to offer some tips on proper ways to handle any workplace conflicts that Penmarc Installers might face and provide tools they can use to resolve them:
1. Customer Issues
Issues with the designs or product
Even though the reason for the conflict wasn’t created by the installer (product & design are The Container Store’s issues), it is the responsibility of the installer to help resolve those issues.
It is important to keep a calm demeanor when it might feel like the customer is upset with you, even though you know it’s not your fault.
Be sure to communicate the issues effectively back to The Container Store so all concerns can be addressed at once. Communicate the plan back to the customer and the office for the next steps and additional scheduling.
Issues with the installer themselves
These issues can include Covid or safety concerns, showing up late or unprepared to a job, misunderstandings, and poor craftsmanship.
There can be many issues that come up with customers and their varying degrees of expectations. Most of what is listed above can be avoided, but once the conflict has happened, here are some strategies for handling them:
- Show empathy and patience for the customer’s concerns.
- Try not to react defensively.
- Keep interactions respectful and professional.
- Partner with your Market Manager — they might have some advice on how to resolve the customer’s concerns.
- Partner with the office — the coordinators can schedule another visit or reach out to TCS on your behalf if that is helpful.
2. Office Issues
Issues with the coordinating team
Regarding scheduling concerns and communication issues with your coordinating team, it is important to:
- Show empathy and patience with the office staff — both sides need to remember how hard each other’s roles in the company are and that we’re all trying to do our best.
- Keep interactions respectful and professional.
- Communicate clearly and proactively about any issues or concerns.
Regarding scheduling concerns and communication issues with your coordinating team, it is important to:
- Show empathy and patience with the office staff — both sides need to remember how hard each other’s roles in the company are and that we’re all trying to do our best.
- Keep interactions respectful and professional.
- Communicate clearly and proactively about any issues or concerns.
Management Issues
This refers to issues with your management team. If you feel like you are unheard and unsupported:
- Remember that the management team and office staff are trying to keep The Container Store, the customer, the ownership, and you, the installer, happy, and this can be a very tall order!
- Have some faith that Penmarc is acting with your best interest at heart and trying to Do the Right Thing.
- Keep interactions respectful and professional.
- Communicate clearly and proactively about any issues or concerns.
In all of these scenarios, there are a couple of common themes. Controlling how we react, showing empathy and patience for the other party’s issues, and communicating clearly and effectively are the best ways to maintain professionalism and deal with workplace conflicts!
To learn more about Penmarc Inspired Spaces and what we’re all about, click the link below!
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