MANAGING CLIENT EXPECTATIONS: 3 Tips for Home Industry Professionals

by Katie Mientka

The customer should always come first; the customer should always be satisfied at the end of the day (and at every step in the process). But always right? No.

Managing client expectations is an integral part of delivering customer satisfaction. It is up to you to educate your customers and help them understand how and why things work the way they do.

Managing client expectations begins with honesty and transparency. These are the foundations of trust, and for professionals in the home industry, this is critical. Most people understand when businesses are completely upfront with the situation. So, be clear. Don’t hide from reality, no matter how challenging.

You cannot over communicate when it comes to client interactions. Keep them informed and up to date. Provide clear channels for them to ask questions and communicate their needs. This is a trust-building strategy that leaves the client feeling valued, heard, and informed.

Regular check-ins via call, text, or email, as well as timely contact regarding emergent issues are essential.

We mentioned honesty and transparency – it plays a role here too. Have a conversation (or many!) about your clients’ goals and their expectations of you. If they believe they can build a custom home in six months, it is important to educate them on a more realistic timeline. Be clear on expectations, right from the start.

This is what it all comes down to: The client should always feel valued, heard, and respected. Misunderstandings, lack of transparency, and unrealistic goals erode trust. Effectively managing client expectations depends on our ability to educate, inform, communicate, and put ourselves into their shoes. They’re not always right – but they’re always the priority!

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