Nearly all of my customers over the years have been home owners, so if it’s often based on my current knowledge and experience as to how I set any particular expectations. Window cleaning just comes with the expectation of no streaks, so when I find pre-existing scratches, or evidence of broken seals with permanent marks inside the glass, I simply show them as I go.
When it comes to a soft wash on the siding and gutter faces, I explain what I see and what will change… on pressure washing, again, I talk about what we can already see, and communicate along the way.
I find that open communication and honesty keeps the referrals coming and business growing (along with the skill necessary to do the job, obviously).
The very few times someone may have felt I was trying to form an excuse I give them real examples of what I’ve seen, or all the products I’ve tried on a particular stain and what results I got. Then, they can take it or leave it.
