Noise, Nails, and the Value of Setting Expectations
We just had our house reroofed and, wouldn’t you know it, I found this nail in the driveway.
Ugh. That's a flat tire waiting to happen.
I'll admit my frustration level was definitely lower than it could have been.
Why?
Before the project started, the roofing company took time to set expectations. They told us the work would be noisy. Sorry.
They explained they would thoroughly clean the property and use a magnetic tool to pick up nails. But despite their best efforts, a few might still remain. Sorry.
That simple communication changed my mindset.
When I found the nail, I didn't think, "They did a terrible job."
I thought, "They told me this could happen."
It made me think about our work in CFO and accounting services.
How often do we prepare clients for what the first 30, 60, 90 days, and first year will actually feel like?
Do we explain that progress may seem slow at first because we're building processes, cleaning up data, and creating a foundation for future growth?
Do we proactively address common frustrations before they become frustrations? Any maybe even say “Sorry” ahead of time?
One of the best ways we can build trust is by helping clients understand both the destination and the journey.
Clients can handle challenges. Clients can handle uncertainty. What creates frustration is unexpected challenges and unspoken uncertainty.
Rusty Fulling