CLIENT EDUCATION
- To inform potential clients, provide an overview of how you handle the project process on your Houzz profile or website.
- Educate new clients on how contracts can set expectations and alignment for both parties from the start.
- When requesting reviews from past clients, ask them to address specific points so their reviews are even more helpful for future clients.
RENOVATION PROCESS
- Set boundaries about appropriate communication channels and times of day.
- Get comfortable asking direct questions.
- Handle tough conversations in person or over the phone so the homeowner can accurately interpret your tone and/or body language.
FINANCES
- Set expectations about the budget by providing a sample budget for past examples of your work.
- Agree on the budget and scope of work and put that in writing. Take into the discussion what should happen should the scope change.
- Determine a payment schedule and approval process.
“I tell my clients, ‘There are three key components to any project: time, budget, and quality. You can pick two of the three, but I can’t give you all three.’ Everyone inevitably picks budget and quality. This has been a really effective way to set timeline expectations.”
Wiley Gilliam, Modern Craft Construction
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