269 – How to Manage Client Expectations Like a Boss

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We’ve all been there—the barrage of questions fired at you, the requests that go beyond what’s reasonable, the phone calls every now and then on project updates. One of the biggest problems we all face at the start and middle of a project is dealing with our client’s expectations. We just can’t seem to put their worries and queries to rest. However, since they are making the biggest investment in their lives, it’s unavoidable for them to want to hear feedback now and again. So what can you do to manage those expectations?

Overcoming the communication barrier between client and tradie and understanding that they don’t speak the same language that you do are key to handling your clients. And that’s what we’re here to discuss with Russ Stephens, Co-Founder of the Association of Professional Builders. From onboarding clients to doing milestone meetings, you’ll find so much value in this episode that it’s a crime not to watch.

Be a pro at handling your clients from start to finish by tuning in to this episode!

What’s Discussed in This Episode:

  1. What Russ and the Association of Professional Builders do for tradies [02:52]
  2. How to deal with client expectations from start to finish [03:39]
    • Be proactive, not reactive [06:05]
  3. Systemisation is a never-ending improvement [08:16]
  4. When you try to go the extra mile for the client, a scope creep is to be expected [09:05]
  5. Proper communications set proper client expectations [11:23]
    • Enabling the client to see the project’s progress using software [12:38]
  6. Business education may not have been taught at school, but it can be developed [13:49]
  7. How to improve and smoothen your client onboarding process [15:57]
    • Upon onboarding your client, do not rush, take your time [18:27]
    • When talking to your client, try to steer clear from the tradies jargon [19:13]
    • Automating and streamlining your client onboarding process [20:31]
    • Client offboarding is just as important as onboarding [22:17]
  8. Russ’ advice on doing milestone meetings [23:35]
    • Should you include possible project variations on milestone meetings? [25:24]
  9. Attracting the right type of customer from a marketing and sales perspective [26:46]
    • Asking the right questions to avoid disqualifying the right clients [28:49]
  10. Remaining proactive with a potential client to get a potential sale in the long run [30:35]
  11. The new way to attract quality leads [32:59]

About the Guest:

Russ Stephens is the co-founder of the Association of Professional Builders, a business coaching company dedicated to improving the residential construction industry for both builders and consumers. He helps builders systemise their building company, resulting in an improved client experience which leads to more demand. This allows an increase in margins and ultimately the ability to scale their businesses into desirable building companies that possess real value and can be sold as an asset.

He firmly believes that residential home builders deserve to be earning more money for the service they are providing and that consumers deserve a superior service than they currently receive.


Connect with me on LinkedIn. For more podcast episodes, you may also visit my website. Tune in and subscribe to The Site Shed: You can also listen to The Site Shed on Apple Podcasts, Spotify, and Stitcher.

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The Site Shed is one of the best online communities and podcasts for tradies out there. The free content provided to members is unbelievable - offering invaluable advice to run a successful business, and the community of tradies is truly awesome. Do yourself a favour and check it out.

Peter Cox Business Man

Great work Matt with all the podcasts and the site shed facebook community group. The amount of information that you can learn for free in this space is unbelieveable. It's great to see like minded contractors and trades trying to improve their businesses and also share ideas and help others. Highly recommend. Thanks!

Ben Hern Business Owner

I have been listening to the pod casts for a few months now, I can't get enough of all the awesome content that you guys provide. Especially when you guys deliver it from a trade perspective which helps out a lot. Keep up the good work and hopefully one day I can afford one of the trade training trips.

Ché Henton Customer

I own a construction company,and i love learning how to make my bussiness more competitive,profitable and how to better serve my clients. The site shed is a wonderful place to get invaluable knowledge no matter your trade .

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