The Devil is in the Details

In the remodeling business, clear communication is essential—but it's often the unspoken assumptions that cause the most trouble. You might think everything is clear, but misunderstandings can lead to costly mistakes and unhappy clients. Here’s how to avoid these pitfalls by focusing on the details that matter most.

Listening Beyond Words
One of the most overlooked skills in remodeling is truly listening—especially to what isn’t explicitly said. Often, clients may not articulate everything they expect because they assume you know. This is where things can get complicated, especially when those assumptions go unchecked.

Good communication goes beyond passing on information. It’s about ensuring that what you mean is what they understand. This takes asking the right questions and confirming every detail.

Avoiding Assumptions: A Real-Life Scenario
Imagine this: You’re excited about a new kitchen remodel. Your client has old cabinets, flooring, and appliances they can’t stand. They’ve clearly told you they want everything replaced, so you set up the contract accordingly: new cabinets, paint, flooring, countertops, and appliances, plus the removal of the old ones.

The first day on-site, your crew goes full force—tearing out the old cabinets, flooring, appliances, and countertops. Some crew members even take the “throwaways” home for personal use, thinking they’re doing the client a favor by removing junk. End of the day, everyone’s happy.

Then, at 8 p.m., you get a call. The client is furious. “Where are our old cabinets and appliances?” they demand. It turns out they expected to keep these items for a cabin project, but this was never communicated. Now, they’re upset, your crew is puzzled, and you’re stuck in a conflict that could have been avoided with clearer communication.

Why This Happens So Often
This scenario is common in remodeling because both parties often assume the other knows what they mean. But assumptions are dangerous in any business, especially when dealing with someone’s home and expectations.

As a professional remodeler, it’s essential to spell out every single detail:

What does “remove” mean in this context? Should items be discarded or set aside?
Are there items to salvage or store?
What are the specific expectations around materials and disposal?
How to Prevent Miscommunication
Here are some practical steps to avoid becoming the “firefighter” in your remodeling business:

Confirm Every Detail – When in doubt, ask again. Instead of assuming what “new kitchen” means, clarify each item. Should old appliances be removed entirely or set aside? Get it in writing.

Document Everything – It’s easy for verbal agreements to be forgotten. Document specific requests and clarify them with the client before work starts.

Be Precise – For example, if you’re painting, clarify whether it includes the ceiling, walls, or trim, and specify finishes and colors. The more explicit, the better.

Think Ahead – Anticipate potential areas of misunderstanding. For instance, if a client says they want the “old look,” discuss specific features to keep, update, or replace.

Benefits of Getting It Right
When you take the time to prevent miscommunication, your business reaps the rewards:

Satisfied Clients – Clear expectations lead to fewer misunderstandings, happier clients, and more referrals.
Efficient Team – Your crew knows precisely what’s expected, leading to fewer errors and smoother job progress.
Higher Profit – Less time spent on rework means more time for new projects, maximizing your profits.
Peace of Mind – You’ll spend less time firefighting and more time building your business.
Conclusion
​Clear communication is the foundation of a successful remodeling business. By taking time upfront to understand your clients’ needs and confirm expectations, you can prevent costly mistakes, avoid frustration, and ensure a smooth project from start to finish. Remember: a little planning goes a long way, and it’s always worth the effort to clarify before you begin.