Problem Resolution & Mediation Hub

  • FIND THESE SECTIONS ON THIS PAGE

    The Art and Process of Problem Resolution
    Learn how to resolve a conflict with a company and ensure a positive working relationship.

    The Diamond Certified Resource’s Problem Resolution Support
    Read helpful articles about conflict resolution and learn about the Diamond Certified mediation process.

    The Problem Resolution and Mediation Blog
    See our database of helpful blogs on a wide range of topics, from conflict resolution to working with contractors.

    How to Be a Smart Consumer
    With these informative articles, you’ll have all the information you need to ensure a positive consumer experience.

     

    10 Tips to Resolve Contractor Disputes

    1) Refer to the contract. Identify where the performance parted ways from the terms on the contract.

    2) Read the small print on both sides of the contract. Determine any terms that were not complied with.

    3) Gather all relevant documentation, including change orders. Read more

THE DIAMOND CERTIFIED RESOURCE'S PROBLEM RESOLUTION SUPPORT
  • GETTING TO RESOLUTION
    Mediation: What We Do and Don’t (And Why)

    by Joy Lanzaro, Director of Mediation & Compliance

    The Diamond Certified Resource provides an alternative dispute resolution process per the terms of the Diamond Certified Performance Guarantee.

    Mediation is a self-directed dispute resolution process. In matters related to contract performance, it can reduce the cost and time required to reach a mutually agreeable solution.

    Most concerns can be resolved by referring to contract terms with the assistance of a neutral third party. Not all conflicts lend themselves to mediation (although most do) and not all qualify for a potential refund under the Diamond Certified Performance Guarantee. Below are three commonly asked “do’s and don’ts” related to the Diamond Certified Resource’s mediation process. Read more

     

  • THE PROBLEM RESOLUTION PROCESS
    1. Collect

    We collect company feedback and reviews from consumers via email, telephone, and mail.


    The Process: What We Do with Voluntary Feedback About Diamond Certified Companies

    To remain Diamond Certified, a company must provide proof of required license and insurance plus maintain high ratings in customer satisfaction and helpful expertise. This data is collected in two ways: the ongoing surveys of the company’s recent customers and voluntary feedback from consumers who may or may not have had a marketplace transaction with the company.

    Ongoing surveys are conducted by Research Call Center agents who survey randomly selected recent customers. This method of proactive collection of customer input ensures the company’s rating is based on feedback from a large, diverse sample group of actual customers. All verbatim and numeric survey responses are posted online in the company’s profile. Also posted is the total number of surveys completed about that company over time. The company must first qualify and then maintain high ratings in order to earn Diamond Certified. Read more

     

    2. Forward

    We forward this feedback to the company and track it offline for trends.


    The Process: What We Do with Voluntary Feedback About Diamond Certified Companies

    To remain Diamond Certified, a company must provide proof of required license and insurance plus maintain high ratings in customer satisfaction and helpful expertise. This data is collected in two ways: the ongoing surveys of the company’s recent customers and voluntary feedback from consumers who may or may not have had a marketplace transaction with the company.

    Ongoing surveys are conducted by Research Call Center agents who survey randomly selected recent customers. This method of proactive collection of customer input ensures the company’s rating is based on feedback from a large, diverse sample group of actual customers. All verbatim and numeric survey responses are posted online in the company’s profile. Also posted is the total number of surveys completed about that company over time. The company must first qualify and then maintain high ratings in order to earn Diamond Certified. Read more

    3. Observe

    If we observe a negative trend, we notify the company and give them an opportunity to correct it.


    The Process: What We Do with Voluntary Feedback About Diamond Certified Companies

    To remain Diamond Certified, a company must provide proof of required license and insurance plus maintain high ratings in customer satisfaction and helpful expertise. This data is collected in two ways: the ongoing surveys of the company’s recent customers and voluntary feedback from consumers who may or may not have had a marketplace transaction with the company.

    Ongoing surveys are conducted by Research Call Center agents who survey randomly selected recent customers. This method of proactive collection of customer input ensures the company’s rating is based on feedback from a large, diverse sample group of actual customers. All verbatim and numeric survey responses are posted online in the company’s profile. Also posted is the total number of surveys completed about that company over time. The company must first qualify and then maintain high ratings in order to earn Diamond Certified. Read more

    4. Take Action

    If the negative trend continues, we may suspend or terminate the company from the Diamond Certified Resource.


    The Process: What We Do with Voluntary Feedback About Diamond Certified Companies

    To remain Diamond Certified, a company must provide proof of required license and insurance plus maintain high ratings in customer satisfaction and helpful expertise. This data is collected in two ways: the ongoing surveys of the company’s recent customers and voluntary feedback from consumers who may or may not have had a marketplace transaction with the company.

    Ongoing surveys are conducted by Research Call Center agents who survey randomly selected recent customers. This method of proactive collection of customer input ensures the company’s rating is based on feedback from a large, diverse sample group of actual customers. All verbatim and numeric survey responses are posted online in the company’s profile. Also posted is the total number of surveys completed about that company over time. The company must first qualify and then maintain high ratings in order to earn Diamond Certified. Read more

    5. Monitor

    We also make sure the company is adhering to the Diamond Certified Principles.


    The Process: What We Do with Voluntary Feedback About Diamond Certified Companies

    To remain Diamond Certified, a company must provide proof of required license and insurance plus maintain high ratings in customer satisfaction and helpful expertise. This data is collected in two ways: the ongoing surveys of the company’s recent customers and voluntary feedback from consumers who may or may not have had a marketplace transaction with the company.

    Ongoing surveys are conducted by Research Call Center agents who survey randomly selected recent customers. This method of proactive collection of customer input ensures the company’s rating is based on feedback from a large, diverse sample group of actual customers. All verbatim and numeric survey responses are posted online in the company’s profile. Also posted is the total number of surveys completed about that company over time. The company must first qualify and then maintain high ratings in order to earn Diamond Certified. Read more

    6. Mediate

    If a situation qualifies for mediation, we help both parties resolve the matter in a mutually agreeable fashion.


    The Process: What We Do with Voluntary Feedback About Diamond Certified Companies

    To remain Diamond Certified, a company must provide proof of required license and insurance plus maintain high ratings in customer satisfaction and helpful expertise. This data is collected in two ways: the ongoing surveys of the company’s recent customers and voluntary feedback from consumers who may or may not have had a marketplace transaction with the company.

    Ongoing surveys are conducted by Research Call Center agents who survey randomly selected recent customers. This method of proactive collection of customer input ensures the company’s rating is based on feedback from a large, diverse sample group of actual customers. All verbatim and numeric survey responses are posted online in the company’s profile. Also posted is the total number of surveys completed about that company over time. The company must first qualify and then maintain high ratings in order to earn Diamond Certified. Read more

THE PROBLEM RESOLUTION AND MEDIATION BLOG
My Go Bag

Posted on October 12, 2017 by Joy Lanzaro

One woman’s thoughts on what to pack in an emergency

by Joy Lanzaro, Director, Mediation and Compliance

Few of us have ever witnessed fire damage to residential and commercial structures like we’ve seen in the North Bay over the past few days. Many of us are experiencing a combination of emotions as a result, and anxiety is running high. One way to be prepared and manage anxiety is to put together a “Go Bag” just in case you need to quickly evacuate. My Go Bag is tiny because I’m single—one dog, no kids. Nearly all of my financial and insurance business is transacted online, so that eliminates some documentation. Read more

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Posted in: Fire Prevention, Uncategorized
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What to Do When the Contractor’s Bid Hasn’t Arrived

Posted on September 19, 2017 by Joy Lanzaro

One of the most common complaints we hear from consumers who are starting remodeling projects is that contractors don’t submit estimates in a timely fashion. To address this, we’re republishing one of our most popular posts, which features advice from Joy Lanzaro, Director of Mediation and Compliance, on what to do when a contractor’s bid hasn’t arrived. Hope you find it helpful!

The complaint often looks like this:

“How long should I wait for my contractor to provide an estimate? The estimator seemed really nice and keeps promising a bid, but it’s been weeks! I try to only hire locally but I’m tired of waiting and wasting my time. If they didn’t want my business, Read more

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HOW TO BE A SMART CONSUMER
HOW TO MANAGE YOUR RELATIONSHIP WITH THE COMPANY YOU CHOSE

Your Role in Creating a Win-Win Relationship

Many consumers find that it helps to know the scope of their jobs and their overarching goals before talking to a local service company. By knowing what you want to accomplish… Read more

How to Be Their Favorite Customer

When you work with a local company, it’s ultimately their responsibility to perform a thorough and complete job, but you play a big part in the success of your project, too… Read more

Best Practices for Giving Feedback to a Company

Delivering feedback to a company is like landing an airplane on an old runway—it can be bumpy or smooth depending on how much work has been put into maintaining the area… Read more

WHAT TO DO IF THINGS GO WRONG

How to Develop the Relationship to Prevent Problems

Be willing to be satisfied. It’s strange but true. Small-business owners and their staff really like making their customers happy for its own reward. They’ll go the extra mile for customers… Read more

The First Steps to Problem Resolution

“Don’t make assumptions.” This piece of wisdom is perhaps the most powerful guiding principle in conflict prevention. I picked it up from a book called The Four Agreements by Don Miguel Ruiz… Read more

Is Mediation Right for You?

Mediation is a self-directed process that’s designed to co-craft solutions. In matters related to contract performance, it can reduce the cost and time required to reach a mutually agreeable solution… Read more