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

     

  • What We Do with Voluntary Feedback
    1. Collect

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


    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.


    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.


    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.


    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.


    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.


    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
10 Tips for Hiring Contractors After a Natural Disaster/State of Emergency

Posted on November 07, 2019 by Joy Lanzaro

Finding a quality contractor to work on your home can be challenging, but after a natural disaster, it’s even more complicated. With more homeowners needing urgent repair work, contractors are quickly overloaded with requests and opportunities for less-than-honest dealings abound. Read more

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Posted in: Fire & Water Damage
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A Welcome Home: My Quest for the Right Indoor Insulation

Posted on October 08, 2019 by Joy Lanzaro

I’ll admit, I like being greeted at the front door. For me, the home environment is the hug that wraps me in a warm embrace on a rainy day or the kiss of cold that greets me at the door when it’s over 100 degrees outside. That’s my kind of “welcome home.”

Unfortunately, my home is insulated to 1970 building code standards, so I’d be surprised if it even had insulation in the attic (I’m afraid of the attic, so I’m not going to check). My home’s exterior walls aren’t insulated and the windows are single-pane, aluminum-framed, and leaking air in all the wrong directions. There’s a fireplace but it doesn’t warm the air in front of it. Read more

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Posted in: Energy Efficiency, Home Improvement, Personal Stories
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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