I Want My House Painted

One of the worst things a contractor can do during the sales process is make assumptions. Unfortunately, it is easy to do. We often assume that we know what the customer means. And often that assumption is wrong.

For example, I once had a customer tell me that she wanted the entire interior of her house painted. That seems pretty straight forward, but appearances can be deceiving. As we walked around her house and discussed the project, I asked her about the ceilings, closets, and several other items. After she told me to leave three or four things off of the estimate, she jokingly said, “I guess I don’t want the entire house painted, do I?”

If I had assumed that I knew what she meant, I would have bid a job that was much different from what she wanted. By asking a few questions, both of us became clear as to her needs and desires. And then I could bid the job accordingly.

I don’t mean to imply that we should endlessly interrogate a customer. That would serve no useful purpose and would likely annoy the customer. But we must be careful to identify when we are making assumptions.

If we seek to satisfy the customer’s needs and desires, we must first know what they are. And that means asking the right questions. Anything less is a disservice to the customer and to ourselves.

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