Module 7: Customer Service & Project Management
This module focuses on the business and interpersonal skills needed to run successful decorating projects.
1. Client Consultation & Brief Interpretation
Needs Assessment: Asking key questions (budget, timelines, design preferences).
Site Surveys: Identifying hidden challenges (e.g., asbestos, uneven walls).
Visual Aids: Using mood boards or digital tools (e.g., Dulux Visualizer) to align expectations.
2. Estimating Materials & Costs
Measurements: Calculating wall areas, accounting for doors/windows.
Pricing Strategies: Markup formulas; competitive quoting without underselling.
Contingency Planning: Allocating 10–15% extra for unforeseen issues.
3. Time Management & Workflow
Gantt Charts: Scheduling tasks (prep, priming, finishing) to avoid delays.
Team Coordination: Delegating roles for efficiency on large jobs.
4. Handling Complaints & Aftercare
Conflict Resolution: Addressing defects (e.g., colour mismatches, peeling) professionally.
Warranty Work: Clarifying guarantees for materials vs. labour.
Practical Component
Role-Playing Scenarios: Practicing client negotiations and complaint resolution.
Project Quote Exercise: Creating a detailed estimate for a mock residential/commercial job.
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