Agreeing on customer communication ownership
A homeowner should not have to guess which business can answer the next question.
A practical approach
For each project stage, identify the primary customer contact and the escalation contact. Explain when responsibility changes and how the introduction occurs. Keep both teams informed of a material customer commitment. If two people contact the homeowner about the same issue, reconcile the messages before making another promise.
Put it into practice
- Name the stage owner
- Define the introduction step
- Log customer commitments
General workflow guidance. Confirm current responsibilities, availability and terms with the appropriate team. This article is not a project-specific technical assessment or a promise of compensation.