Customer complain expectations in construction industry

When a customer complains they expect 3 things:

1. Outcome fairness: In construction, if the builder fails to construct the building within the mentioned period, then he has to give his customers compensation in the form of providing housing facility to them for the remaining period. e.g. if the construction of the building is delayed by 6 months then he has to provide the buyer’s with housing facility for 6 months.

2. Procedural fairness: Here, the builder takes the responsibility to solve the complain within 7 days of receiving it in writing.
3. Interactional fairness: The builder listens to the problem of the buyer and tries to resolve it. Listening plays a very important role in communication. It is always considered here that the “Customer is always RIGHT”