As clients get ready for their home remodeling, there can be uncertainty. This uncertainty can create stress. A contractor needs to understand this and prepare the clients appropriately.
Below are 6 steps that can be used to help alleviate some stress and help build trust.
- Set proper expectations
It is imperative that you speak with your client and set the proper expectations of the project before the project begins. This is also where the client can communicate their expectations as well.
- Do not sugar coat the process
As you are setting the expectations, be honest and direct. Do not say things like, “It will be a little dusty” or “It will be a little noisy.” Be honest, let the client know that though you will do your best to keep the dust, noise etc…but that there will be dust all over their house and the project will be noisy.
- Be reassuring and honest
Though you may have performed 100s of remodels, chances are your client has not. They are trusting you to go into their house to destroy it and turn it into the home of their dreams. It is imperative that you build a high level of trust. Let them know that though it may “suck” for a bit, but you will do everything you can to make it painless for them.
- Let the client be involved but do not let them run the job
The client will be involved in the job and they should be but they cannot overstep their boundaries. When setting expectations, make sure that any change to scope goes through you. Do not let them tell your electrician to add outlets or tell your plumber to use a higher end fixture. Be sure they run these changes by you so you can let them know about cost and time changes.
- Celebrate milestones; even the small ones
This helps make the client excited and less stressed. Most individuals like to see progress, so celebrating milestones is important. This can be anything from all the sheetrock being hung to completing all electrical work to saving the client money to shaving 2 days off the schedule.
- Communicate early and often
When setting expectations, it is a good idea to create a communication plan. The frequency of communication may change depending on the stage of the job and the client’s needs. But communicating frequently helps the client know the stage of the remodel, any issues that occurred, and any changes or issues that need to be addressed. It is important to get ahead of communication; to communicate with the client on any issues before they bring them up to you.
Though this is not an extensive list, doing the steps listed above can help relieve client stress and at the same time help build trust.