Builders are increasingly facing aggressive and hostile homeowners. Properly handling these individuals can mean the difference between another challenging day at the office which is carefully and effectively resolved versus facing protracted litigation and huge potential liability. Learn how to effectively respond to and prevent consumer complaints, consistent with the law and best practices.

Course Outline

• How to Respond to a Claim
• The BIG Decision
• Preserving Your Position
• How Do I Prevent Problems

Learner Objectives

Effectively respond to and prevent consumer complaints, consistent with the law and best practices.

Testimonials

"The information provided in this course is a MUST HAVE for all contractors. Sooner or later we all will have to deal with the "crazed customer" and we need to know how to do it properly. Excellent information that is well explained with excellent examples to make it easy to understand." Tom Camp, Woodcrest Construction Inc.

"Very informative. I've been in business for over 40 years and I still learned a ton from this course. Selfishly don't want my competitors to know about this wonderful course. I took a ton of notes." Michael Knutson, Knutson Custom Remodelers LLC

"Presentation was organized, with good sound and lot's of useful information. Mr. Yoch was comfortable with the camera, making the hour fly by quickly." Titus Winger, Titus N. Winger Contracting, Inc.

"Good course with practical real world info." Ben Minks, Capstone Homes, Inc.

"Stephen is a very good presenter and laid out good principles to follow for any business."  Robert Gaydos, Solar Midwest, Inc./Solatube

"The course was very informative, easy to watch, and understandable to apply to life situations." Paul Arbuckle, Arbuckle’s Concrete & Masonry Inc.

"Steve is a rock star -- love his presentation. He is a very good teacher." Gerald Lendway

"Stephen's ideas and suggestions are solid.  A lot of it comes down to a simple communication habit that most people no longer have in 2024 ... think before you speak." Benjamin Katororsz, Construction Con Dios, LLC

I wasn't sure what I was expecting with this course, and unfortunately there isn't an easy button to hit to make any whackos magically disappear, but Stephen's ideas and suggestions are solid. A lot of it comes down to a simple communication habit that most people no longer have: 'think before you speak.'" Benjamin Katororsz, Construction Con Dios, LLC

"This course exceeded my expectations.  The instructor was straightforward and very clear on the dos and don'ts of a conflict situation.  The advice to keep good records and to respond promptly to customer issues is appropriate and always helpful." Arno Kahn, Builders Commonwealth

"The course gave immediate action items and a clear path to follow should you run into a difficult homeowner.  Stephen is easy to listen to, gave information without going into long detail and put a lot of info in a short time period without "firehosing" us with information. Great course." Jennifer Sexton, Brandl Anderson Homes, Inc.

Quiz Info

In order to receive continuing education credit(s), you will need to take a 10-question quiz following the course. To pass the quiz, you will need to achieve a score of 70% or higher. If you are unsuccessful, you will have an opportunity to repeat the quiz. Once you have successfully completed the quiz, you can download your continuing education certificate(s) showing the credit(s) that you have earned.

Credit Info

This course has been approved for one hour of MN residential contractor (includes the Business Management Training credit) or building official credits by the Minnesota Department of Labor & Industry and one hour of WI Dwelling Contractor Qualifier by the Wisconsin Department of Safety and Professional Services.

If you are eligible to receive continuing education credits, your information will be electronically reported to the appropriate agency within 3 business days of course completion.

Access Info

Your online course is accessible 24/7. The course will be available to you for 180 days from the purchase date.

Questions and Comments Questions and comments related to the curriculum for this course may be submitted to the instructor at education@housingfirstmn.org.