Speaker 1: Have you ever got to the end of a project and thought thank goodness I don't have to deal with these people anymore. The problem probably steadily got worse as the build progressed It may have started with something minor and then escalated into a relationship that became unbearable for both parties. The end result can be anything from an underwhelmed client to a disgruntled ex-client that feels ripped off. In some rare cases this is unavoidable, but in most circumstances it comes down to the process of managing expectations. According to research performed by SocialFresh 80% of building companies believe they're delivering a superior experience to their clients However, only 8% of their clients agree So while professional builders listen to their clients and address their concerns Old school builders are simply avoiding having to communicate with their clients wherever possible So stop producing unsatisfied clients and start creating raving fans by first managing and then exceeding your clients expectations. One of the biggest myths in our industry is that the more you do for free the more likely the client is going to give you a great testimonial or even recommend you to their friends and family. The truth is it's the opposite The more you give the more they expect and when you give away too much for free The client starts to suspect you overcharged them in the first place So they keep pushing for more to make sure they're getting what they feel they've already paid for It's a slippery slope which can lead to distrust and disappointment on both sides So don't listen to those experts out there that have never run a building company yet are happy to tell you how to run yours. Be fair with your clients, but be firm and explain to them why variations and extensions of time have to be paid for. You may be surprised how understanding your clients can be. Here are some tips that may help you. The first one covers managing your clients' expectations by establishing clearly defined deliverables. When planning your job schedule make sure you have included regular contingencies that cover inclement weather. By allowing weather days between milestones your milestone completion dates and your project completion date are far more likely to be hit on time or even early By keeping your job schedule up to date and including any delays caused by weather variations or suppliers you will be in a position to either reassure your client that the project is on target or advise them of a revised provisional handover date along with the reasons why. You can also manage your clients' expectations by focusing on regular and open communication. By making communication a priority any pain points or frustrations you or your client are feeling can be discussed and resolved before they become a bigger issue. Document your completed milestones and regularly check in with your client to discuss your progress and an overview of what will be happening in the next few weeks. They'll love the insight. If you find that you're unable to meet a certain expectation or accept a variation request that your client suddenly sprung on you be sure to communicate the reason why. Simply saying no without an explanation is generally far less effective than helping your client understand your position. However, one of the best ways to manage client expectations is by building relationships. The fact is we like people that like us and we are more tolerant of people we know, like and trust compared to people that we hardly know or simply just do business with. Therefore relationships are incredibly important in business and not just for getting the sale. So, how do you get people to like you? Simple. Be transparent, honest and take genuine interest in their lives. When things go wrong, don't try and cover it up. Explain what has happened and what you're doing to resolve the problem. When you meet with them try and discover things that you have in common and take an interest in their lifestyle. You never know what it could lead to. So, what if you could manage the expectations of every new client you took on and then exceeded those expectations throughout the build process? Would it help you to create an army of raving fans that cannot stop recommending you to their friends and family? Our members thought it would and so that's why we created a mini training program for builders covering how to manage client expectations. When you've completed it, your clients won't be able to stop recommending you to their friends and family. So you can create a queue of clients who only want to build with your building company. Click on the link below to learn more.