09/24/2026
In the latest Success Short, Rob discusses the importance of managing expectations.
When it comes to providing a service, homeowners want open communication. This is especially important when things don't go according to plan.
This could be simply letting them know you are running 15 minutes late; or if you encounter a larger issue during a job, what you are doing at the moment, what the issue means, what their options are, and how you can help manage this new unexpected issue for them.
Because when you manage expectations, you take away fear and you keep their trust.
BONUS SUCCESS TIP – Even when everything is going according to plan, providing updates still manages their expectations and can possibly exceed what they were expecting, framing things better for you. This could look like letting them know you will be at their home a couple minutes early or on time the morning of, that things are going faster than anticipated, or that you were able to save a little on some leftover material from a previous job, saving them a little money.