7. Managing Client Expectations With Sky, Russ and Andy

In this episode of the Professional Builders Secrets podcast, our host, Bosco Anthony is joined by Co-founders of the Association of Professional Builders Russ Stephens and Sky Stephens, along with APB’s Head Coach, Andy Skarda. Throughout this episode, the trio reveal the secrets behind managing client expectations as a builder. Builders often believe they are delivering a superior experience to their clients, while in most cases, the client does not agree. Professional builders will listen to their clients and communicate the important milestones throughout the build process, while average builders will avoid communication altogether. In order to produce clients that will become raving fans, you need to start by managing and then exceeding your clients’ expectations. During episode seven of the Professional Builders Secrets podcast, Russ, Sky and Andy reveal everything you need to know about setting client expectations including the best time to start, what you need to do to keep your clients happy and how to build relationships and set boundaries. Tune into the full episode to hear the APB trio uncover the best strategies for builders when it comes to setting client expectations. ABOUT RUSS STEPHENS Co-founder of the Association of Professional Builders, Russ is a data analysis expert who has introduced data-driven decision making to the residential construction industry. Russ is also a proud member of the Forbes Business Development Council. Connect with Russ: linkedin.com/in/russstephens ABOUT SKY STEPHENS Co-founder of the Association of Professional Builders, Sky specialises in taking complex business strategies and converting them into actionable step-by-step guides for building company owners. Sky is also a proud member of The National Association of Women in Construction and the Top 100 Women in the broader construction sector. Connect with Sky: linkedin.com/in/skycheristephens ABOUT ANDY SKARDA Head Coach at the Association of Professional Builders, Andy specialises in helping business owners in the building industry identify and implement the skills and systems they need to be successful, without needing to go back to school. Or more importantly, without going bust. Connect with Andy: linkedin.com/in/andy-skarda-92a6875/ TIMELINE 1:17 Mismanaged client expectation horror stories. 3:44 When to set your client’s expectations. 5:15 What you need to master to keep your clients happy. 10:47 Some of the major blindspots when managing client expectations. 18:25 Where the problem starts. 25:15 Setting boundaries with clients. 30:07 How to build for clients you WANT to build for. 39:06 Creating your process. 47:01 The future of managing client expectations. LINKS, RESOURCES & MORE FREE DOWNLOAD: Client Handbook Template: go.associationofprofessionalbuilders.com/client-handbook FREE DOWNLOAD: Qualifying Checklist For Builders go.associationofprofessionalbuilders.com/builders-qualifying-checklist APB Website: associationofprofessionalbuilders.com