Customer Assumptions About Completion Dates Washington DC

It's as clear as the eye can see: the sea of disgruntled customers after a remodeling project. Like television meteorologists, we as remodelers should forecast the remodeling process in terms that customers can understand. This conversation will go a long way toward helping customers prepare for possible stormy weather — and even toward improving the chances of sunny skies ahead.

A common remodeling complaint shared at customer focus groups and on satisfaction surveys is that the project took much longer than expected. Dig a little deeper, however, and both parties share the responsibility for this disappointment.

More times than not, the customer never asked the remodeler how long the project would take. He or she made assumptions. Worse, the remodeler either didn't know how to forecast the project's duration or didn't address it with the prospect.

A piece of advice: Don't wait until the contract is signed to educate prospects about how long they will be inconvenienced for a project they now feel obligated to pursue.

Faulty assumptions and poor groundwork are the ingredients for what I call the perfect remodeling storm. It happens when customers make plans based on their idea of a finish date. Over time and missed deadlines, the process that led to hiring the remodeler becomes a contractual obligation to living through the horror. Working in these conditions is, well, stormy.

Your challenge becomes turning a potentially good job into a rush job.

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