Most homeowner frustration on a remodel isn't about craftsmanship. It's about not knowing what's happening: who is coming tomorrow, why no one was on site today, or what a change will cost. Those gaps are communication problems, and they are largely preventable.
Firms with strong client relationships tend to set expectations in the first week. They name a single point of contact, agree on how and when updates will come, and explain how change orders work before the first one is needed. They also talk through the practical side of living in a job site, from work hours to dust control to where the crew will park. Some firms put these expectations in a short welcome document so the whole household is on the same page.
NARI Atlanta's article on creating a positive working relationship with your contractor can be a useful resource to share with clients before a project starts. When both sides know what good communication looks like, small issues stay small and referrals follow. Clear expectations also let crews focus on the work itself instead of fielding the same questions every day.
What's one expectation your firm sets with every client in the first week of a project?
#Remodeling #NARI #CustomerExperience
A real photo from a member firm of a project manager and homeowner reviewing plans at a kitchen island or on a job site, with permission. Do not caption or name individuals. A branded Canva graphic listing three communication habits (one contact, regular check-ins, changes in writing) also works. No Google Drive image folder is set up for this client, so request a real photo from the chapter or a member firm, or use a branded Canva graphic with chapter colors. Real photos outperform stock images.
Canva text suggestion: "Week One Sets the Tone for the Whole Remodel" or "Set Expectations Before the First Change Order"