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Preventing Your Customer From Making Bad Choices

 

When the customer is wrong

Now we know that the customer isn't always right. On today's project, I'm going to actually take you with me when we walk through a job where the customer is clearly wrong. So, this is going to be removing the swimming pool and building a paver patio, in this courtyard area. In fact, I'm going to challenge you to start to understand that the majority of the time, the customer, they don't know what's going on in their project, but you are the expert. They're relying and depending on your expertise to guide them and direct them to the point where you've also got to protect them from themselves. On today's job site we're going to show you exactly where this happened. So let's get into it. Now in this specific case, the customer wanted us to remove a swimming pool, then he wanted a remote patio installed. See this permit? It's orange; it should be gold. It took me two weeks to get this permit to remove the swimming pool when it should have taken me two hours....

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