We explore the essential differences between personal and professional relationships and how this understanding transforms dealing with customer conflicts in contracting businesses.
• Friend relationships are reciprocal with mutual expectations, while customer relationships require professional boundaries
• Contractors must set clear expectations from the beginning, not assuming customers will give benefit of the doubt
• Creating a Client Engagement Agreement establishes how the relationship will operate
• 80% of project work should happen before the first hammer swings through proper planning
• When conflicts arise, approach as an objective third party rather than becoming defensive
• Real-life flooring dispute example demonstrates choosing between protecting money or reputation
• Losing control of projects often happens when skipping due diligence to accommodate tight timelines
• Clear communication boundaries prevent customer resentment and contractor burnout
• With overseas clients, setting deadlines for decisions helps maintain timeline accountability
• Even with timeline slippage, maintaining professional communication preserves the relationship
Remember, we aren't selling the renovation—we're selling the customer's experience of receiving it.
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