Reference no: EM132416347

Problem: You have received a call from a couple, who are in their senior years and whose small home you have recently completed. They engaged you for their home because they said from the outset "you look like a trust worthy person". You are confident that you provided a quality job for their budget.

They are concerned about cracks appearing around the ceiling and cornice and were quite distraught when you met. They explained that they now think they could not afford a quality job, and are worried that other problems will start to occur and will not be able to afford to fix them. They are not angry or overly assertive people, but are quite obviously upset.

You have explained that the cracks are normal and will be fixed as part of the defects remediation outlined in the contract.

With reference to the scenario above, answer the following questions:

a. Describe the underlying issue with the situation, that is, what do you think motivates their distress?

b. Describe the approach you would take to reassure their concerns.