Mastering the Client Experience From First Contact to Final Walkthrough
Wednesday, February 18 | 4:00 - 5:00 PM
OCCC - West 304H
What It's About
As client expectations rise, mastering the customer experience is critical to avoiding conflict, reducing stress, and generating referrals. Delivering a smooth, satisfying experience gives custom builders and remodelers a true competitive edge. This session provides a step-by-step framework for managing the client journey from first contact through final walkthrough. Learn how to set clear expectations, communicate during high-stress phases, and turn challenges into opportunities for trust and loyalty. Backed by real-world case studies, you’ll leave with actionable tools -- like communication checklists, workflow tips, and proven client management techniques -- to strengthen relationships, streamline operations, and grow your business.
What You’ll Learn
- Identify key stages in the client journey and recognize common friction points that impact satisfaction in custom home building and remodeling projects.
- Apply proven communication strategies to manage client expectations, navigate delays or scope changes and maintain trust throughout the project lifecycle.
- Implement process improvements, such as client touchpoints, documentation practices and follow-up routines, that enhance the overall customer experience and reduce conflict.
- Evaluate how the customer experience impacts business performance, including client retention, referrals and reputation management in the design-build industry.
How to Attend
Participants must be registered for an Expo + Education pass. Seating for sessions will be on a first-come, first-served basis.
Speakers
Arabic
Chinese
French
German
Italian
Japanese
Korean
Portuguese
Russian
Spanish