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We will discuss the following, please read through the information below so you will be prepared to engage in the conversation tomorrow.
1. Aligning Expectations from Day One Goal: Share approaches for establishing clarity around budget, scope, and process from the outset. Discussion Questions:
• How do you educate clients on what’s realistic given their budget and wish list?
• What are the key components of your pre-construction or design agreement to reduce surprises later?
• For remodelers: How do you explain the unpredictability of working in existing structures?
• For design-build firms: How do you ensure expectations stay aligned from concept to completion?
2. Communication that Builds Trust Goal: Explore proactive communication methods that keep clients informed and calm. Discussion Questions:
• What’s your cadence and method for project updates? (e.g., weekly emails, in person meetings, software tools)
• How do you document decisions and changes so there’s no confusion later?
• How do you tailor your communication style based on different client personalities or dynamics?
• What’s your approach when a client over-communicates or under-responds?
3. Handling Mid-Project Changes & “Scope Creep” Goal: Discuss how to navigate client-driven changes without derailing the project. Discussion Questions:
• What systems do you use for managing change orders clearly and efficiently?
• How do you push back when a change threatens the timeline or budget?
• For remodelers: How do you handle discoveries (like rot or code violations) that shift scope mid-project?
• How do you re-set expectations without sounding defensive or dismissive?
4. Dealing with Difficult Clients or Situations Goal: Share techniques for keeping projects on track despite challenging dynamics
. Discussion Questions:
• What red flags do you look for when vetting new clients?
• How do you de-escalate a tense situation when emotions run high?
• Have you ever had to walk away from a project—and how did you handle it?
• What strategies have helped you turn a difficult client into a positive referral?
5. Legal Protections & Documentation Goal: Understand how contracts, paperwork, and digital records help manage risk. Discussion Questions:
• What parts of your agreement help avoid disputes down the road?
• Do you require signoffs at key stages—and how do you handle resistance to documentation?
• How do you protect yourself from scope, timeline, or payment misunderstandings?
• Do you utilize any client portals or apps to track selections and communication?
6. After the Dust Settles: Final Impressions Matter Goal: Explore how to manage final expectations and leave a lasting positive impression. Discussion Questions:
• How do you manage punch lists and final walkthroughs effectively?
• What’s your process for warranty work or post-project touchups?
• How do you turn an average experience into a glowing review or referral?
• Do you use surveys, check-ins, or follow-ups to improve future client interactions?
