Builders help
What to do when a customer doesn't respond
Try the agreed channel, then a backup. Wait reasonable periods. After repeated non-response, escalate to Beams. Don't let silence stall a project beyond a few days.
A customer who's gone quiet can stall a project. Most of the time there's a simple reason — they're busy, they're away, they've missed a notification. Sometimes it's more than that, and silence costs time. The article describes how to handle it.
Steps
- Try the agreed channel first. Whatever channel you and the customer have used through the project — WhatsApp, email, platform message — try there.
- Wait a reasonable period. A working day is reasonable for a non-urgent question; longer if the customer mentioned travel or commitments.
- Try a backup channel. If they're not responding on WhatsApp, try email; or vice versa. Some customers genuinely miss messages on one channel and not another.
- Update the programme if the silence is delaying the build. Adjust the on-platform programme to reflect what's actually happening. Customers who are silent can come back surprised by a delay; an updated programme is the cleanest record of where the gap came from.
- Send one clear summary. A short message that says: "I haven't heard back on X — this is what I need to know to keep moving on Y. If I don't hear by [date], I'll need to take Z action." Be polite, specific, and time-bound.
- Escalate to Beams if the silence has stalled the build past a few days. Email build@beamsrenovation.com with what's going on and the messages you've sent. Beams will reach out to the customer through their planner or build advisor.
What you shouldn't do
- Don't repeatedly message every day if there's no response. One follow-up is professional; six looks pushy and creates its own problem.
- Don't make assumptions in writing. Avoid "I'll assume you've agreed to X" messages — they create issues if the customer disagrees later.
- Don't proceed with substantive decisions that needed customer sign-off. If sign-off was needed, wait for it (or for Beams to confirm the customer is unreachable and propose an alternative).
When silence is the customer's response
A small number of customers go silent because they're avoiding a conversation. Beams can usually surface this — sometimes they've gone abroad and not arranged communication; sometimes they're upset about something they haven't raised; sometimes they're caught up in a personal situation. We can help unstick the conversation.
Related articles
- Communication and collaboration
- Working through difficult situations with customers
- When and how to escalate to Beams