How do you handle a client whose expectations don’t match reality?

Question

Hey community!​We’ve all been there. You show up to a job, look at the project, and immediately know that even with 110% effort, the final result isn’t going to look like a brand-new replacement. Maybe it’s weathered concrete, a heavily stained surface, or something that’s just past its prime. You want to make it look incredible, but you also have to be realistic.​I'm curious how everyone here handles that first conversation:​Do you under-promise on purpose so they’re blown away by the actual result?​Do you use visual aids (like showing them photos of what a realistic 'after' looks like for their specific condition)?​Have you ever walked away from a job because you knew the customer’s expectations were simply impossible to meet?​How do you set the boundary early so everyone is happy when the invoice is sent? Let’s hear your strategies!

chas · Answer

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.

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How do you handle a client whose expectations don’t match reality?

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