In Module 03 Webinar, we discuss the importance of frank, honest and transparent conversation with your potential clients and clients. 

Homeowners will often hear ‘yes’ when you say “I’m not sure”, “Maybe”, or “Possibly”.

Most builders are people-pleasers by nature, and struggle to give frank responses to homeowners, especially when they feel it will upset the homeowner, disappoint them, or be confronting to hear.

However, one of your key jobs as a builder is to set and manage the expectations of your client, otherwise you can get yourself into much more trouble.

One way to do this is to set the expectations for how you’ll communicate. This prepares potential clients and clients for hearing frank honesty from you (even though it may be harsh to hear), and gives you permission to tell them what they need to hear, not what they want to hear.

From Amelia:

The way I do this with homeowners is I say upfront (right at the beginning of my consultations with them), something along these lines:

“I tend to speak without filters and pretty frankly, so if I say anything that’s confronting, harsh to hear, or even offends you, please understand that is not my intention. I’m just so passionate about you getting the most from your investment in me, and your investment in your home, that I tend not to mince words. Is that OK?”

Homeowners will usually say – “Yes, that’s exactly what we’re looking for.” And right there, you have permission to be frank and even sometimes harsh with them.

From Duayne:

What I do is at the beginning of dealing with a potential client, usually at our initial meeting (before we’ve signed the PAC Agreement), is I’ll say something like this:

“I’m not afraid to put my foot in my mouth. I might say something that you might not like. But I’m the kind of person who’ll always speak up and speak the truth and tell you what you need to hear.”

So many people, once you’ve got this conversation out, they’re so pleased. Far too many builders beat around the bush because they want to get the job. So they tell the homeowner what they want to hear. And then wonder why the homeowner is frustrated and annoyed when they price the job properly and it’s more than they’ve been saying, or presents a different outcome to the conversations.

Being honest from the start achieves much better results.