I’ve been thinking about this recently too after listening to the audiobook Built To Sell.
This is how I think we’re going to set formal expectations and cover our rears.
We’re going to print some glossy sheets that say something like this:
What to expect:
- The detergent we use is similar to chlorinated pool water with a surfactant which is a fancy word for a sticky soap. Be prepared for a chlorine smell, but rest assured that it’s safe for your home, plants, and environment.
- We’re going to tape down any outlet covers and keyholes to prevent the detergent from getting in and corroding them over time. The tape might still be there after we’re gone if the house isn’t completely dry.
- After the work is completed we will complete a walkthrough with you to ensure you’re happy.
What we need from you:
-Please remove any patio furniture, umbrellas, flags, or fabric from near the house.
-Please keep your pets indoors during the project.
-Please make sure all your windows and doors are closed.
There will be more to it, but these are a few of the things I’ve considered. Luckily, I haven’t had a nightmare customer, but I did have a customer I was certain wasn’t going to pay. They left their driveway gate closed then acted like they were waiting for me the entire time. They live in an area where I had no phone signal and had to drive 15 minutes to get service. After being 30 minutes behind from starting the work they wanted to brag about buying a corvette and their F-350 with cash and say things like “I travel all over the world for work” and “You don’t get all this by screwing people” in reference to their house.
Then they left. Disappeared and I didn’t have signal to call. The wife showed up as I loaded the last thing in the truck, did the walkthrough, got the check, and skipped town fast. Something never really felt right there…
