Avoiding Resentment Through Clear Communication

In our latest episode, we dive deep into the importance of clear communication and managing expectations - both with our team and our clients. One of the key takeaways I emphasized is that "unmet expectations are premeditated resentment." It's so easy for resentment to build up silently when we assume our team or clients will perform a certain way, without explicitly communicating those expectations. This can lead to frustration, strained relationships, and ultimately, lost business. Brittany and I discussed specific examples, like when we assumed a client would understand certain project details were included, only to have them get upset later on. We realized the importance of over-communicating every single expectation, no matter how obvious it may seem. Whether it's the color of stone, the timeline for completion, or even something as simple as sweeping the sidewalk at the end of the day - it all needs to be spelled out. Another area we focused on was optimizing our contracts and sales process for larger, more complex projects. We've learned the hard way that the more detailed the contract, the better. Gone are the days of vague scopes of work - now we're including every minute specification to avoid any confusion or resentment down the line. Identifying our ideal client has also been a game-changer. We used to cast a wide net, but now we're focused on design-minded customers who truly see the value in quality plans and are willing to invest in the process. This helps us weed out the DIY-ers or price-shoppers who are more likely to cause headaches. Ultimately, the key takeaway is that clear, over-communication is essential for running a successful landscaping business. By setting proper expectations upfront and having rock-solid contracts, we're able to avoid the silent poison of resentment and deliver exceptional results for our clients. It's a lesson I hope other contractors in our industry can learn from as well.

Listen to the full episode here!