Tom and Dan answer your questions about dealing with customers hovering over the crew during the workday and how to deal with unrealistic expectations from customers.

 

Question1: How do you mitigate customers hovering over the crew during the workday?

• Let them know beforehand what will happen and what you expect from them.
• Zip walls keep the customer away if you work inside.
• Handle it playfully — tell them that your people are uncomfortable and less efficient when they watch their every move.
• Ask why they are watching you and express your concerns to them — they will usually understand

 

Question2: How do you deal with customers' unrealistic expectations besides walking away?

• Make sure you know all their expectations before you accept the job. 
• Before you take even a penny from them, be clear and precise about the work — they'll have no leverage at that point.
• Include them in the contract, and list them in the work order — so that there is documentation on what was discussed and agreed upon.

 

Resources: 

Submit your questions to [email protected] with the subject “Podcast” and Tom and Dan will try to answer them on an upcoming show.

 

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