Fence Installation (and Customer Satisfaction) Made Easy

Looking to improve the outcomes for your next fence installation job? Robert Frost once said "good fences make good neighbors,” and the sentiment is still true. Bad feelings over a fence installation can ruin relationships – between neighbors, yes, but also between construction professionals and their clients. Here’s how to work with homeowners on your next installation of a fence to make sure that everybody comes away happy.

Initial Consultation: Start Off on the Right Foot

From your first client meeting, you should aim to provide clear communication. Let clients know that you’re going to cover four main areas:

1. Assess the property and project: Discuss why the customer wants to build a new fence. Do they need to keep the dog in the yard or add some privacy to the pool? A physical inspection of the property should give you time to evaluate any existing structures that may need to be removed, natural obstacles (like trees or shrubs that will need to be trimmed back), or landscaping materials that could impact budget or project viability. Their project’s success could also be impacted by any existing homeowner's association rules on color, height, or design approvals of the fence.
2. Discuss fence installation options: After discussing desired outcomes and goals, and seeing what environment you’re working with, you can start to discuss materials and construction. Use fence design tools to bring the project to life, like McCoy’s Pro Fence Builder Center available on our website. If a custom fence design is desired, you can adjust specifics including color, texture, and overall look in minutes.
3. Establish local regulations and safety options: To avoid those nasty neighborhood conflicts, you will need to establish what local regulations will need to be followed before, during, and after construction. Start with obtaining a recent property line survey, and marking boundary lines. Some municipalities require different permits for different types of fences. For example, low fences (under 4-feet high) may not require a permit, but taller ones may. Tall fences might need additional levels of building permits from city offices. If you will be digging for post holes, or other foundational needs, you’ll also want to make sure that a utility survey is done and the underground lines are clearly marked before construction begins.
4. Provide a clear budget and timeline: A clear project plan begins and ends with the two things a client always wants to know – how much will it cost and how long will it take? Be clear with the estimated budget and talk to your client about their concerns regarding costs and what could go up or down. Also discuss your own availability and how soon the project could get started purely in terms of your schedule. Consider if materials will take additional time to source, and how your schedule could affect project timelines

Finally, create a clear set of next steps. Who will be delegated to do what, and by what time? If you’re leaving your client to talk to the city or their neighbors, do they know how to do that? Do you have a plan to circle back about the results?

How to Talk to Clients About Neighbor Communication

Tip: Here are a few quick ways you can help facilitate a great neighborly conversation about a new fence installation or between client and crew.

• Before your first meeting, ask the prospective client if they’ve already talked to their neighbors about the proposed fence project. Was it recently? (Sometimes a vague chat over burgers a few years in the past can become “agreement” in some folks’ minds.) They should try to also get an agreement in writing from their neighbor so that you won’t be on the hook if someone tries to change their mind mid-project.
• Quick agreements are easy, but make sure that the neighbors all agree on the benefit of a fence, and OK the logistics. Suggest that a written contract would be helpful.
• Finally, make sure that the client is keeping the neighbors up to date on any pending construction schedules (or changes) so that everybody feels comfortable and nobody is surprised.
• Ensure your client understands that they will be paying you, the contractor, in full and any split payments among neighbors will be handled among themselves.

Set Installation Day Expectations for Client and Crew

Outside of any local regulations regarding when construction work can start, make sure that your client knows when you and your crew will be arriving. They should tell you about any access concerns (for example, park in a separate area to provide open access to their vehicles in the garage, etc.) or in HOA-run areas, any rules or regulations concerning construction.

Discuss in advance areas you will need to use for delivering materials, staging or work areas, any necessary electrical or physical access needed (such as unlocking gates, etc.), and what kind of noise level they can expect during construction. In addition, note any safety hazards that could be a concern, such as from large machinery or potentially dangerous materials. Pets and children should be kept clear of the work area.

Set Up Your Crew for Success

Your crew should be the best representation of your profession, and you should be able to keep them informed about the project and site expectations. Make sure that you are clear as miscommunication can be costly! Great work crew communication leads to:

• A safe worksite: Nobody accesses dangerous areas or acts inappropriately
• An on-budget project: No wasted materials due to miscalculations or mistakes
• An on-time schedule: Wasted time = wasted money
• A happy client: Meeting expectations is a great way to create great outcomes

Wrapping It Up: Walk the Fence Line Together

As a fence installation comes to a close, it's a great time to create a sense of project closure with your client. Plan a walk-through to personally show them how the end product has met all of your mutual expectations. Create a plan for inspection and a written record of any final questions or fixes that could be needed. Write down any concerns with detail so you can address them quickly and to their satisfaction.

In addition, you'll want the client to feel good after you're gone and they get to enjoy their new fence. Provide them with the written warranty details for the quality work you've provided, so they know exactly how your project's longevity looks.

Get Started with Help from McCoy's

At McCoy's we're here to help make your business run smoothly from the first post to the last gate. We provide our pros with everything they need, from fencing software, calculators, materials, sales reps, online bill pay, and more. Stop by one of our nearby locations to get your next fence installation project off to a great start!