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.
Struggling to grow your contracting business? The Foundations Program is designed to help contractors break free from the chaos and build a business that runs smoothly. You’ll get a customized training program, 1-on-1 coaching, and access to a full paperwork database—including contracts and the Client Engagement Agreement. Join the Foundations Program today! 🚀

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