Welcome to Home Pro Heroes

Trivia Question❓

Why do customers often remember small inconveniences more vividly than flawless technical work?

Answer at the bottom of the newsletter

Dos and Don’ts of Working in Clients’ Homes

The quality of your work is only part of what customers remember. The way your team behaves inside a client’s home can make or break the entire experience. Even if the job is done perfectly, a lack of professionalism on-site can leave the homeowner hesitant to call again. That’s why setting clear standards for in-home behavior is a critical part of building a service business that grows through trust and referrals.

Showing respect for someone’s space starts the moment your team arrives. Parking in a thoughtful location, knocking instead of just ringing the bell, and properly introducing yourself creates a positive first impression. Wearing clean uniforms, using shoe covers, and laying down drop cloths communicates care and attention to detail. These small gestures reassure the client that their home is in good hands.

Clear communication throughout the job is another important practice. Letting the homeowner know what to expect, how long the job will take, and if any issues come up builds trust. People appreciate being informed and included, especially when someone is working in their personal space.

Respecting privacy is just as important as being friendly. Technicians should avoid wandering into rooms that are not related to the service, limit personal phone use while on-site, and refrain from commenting on the client’s belongings. These boundaries matter. They create a sense of safety that turns a one-time customer into a repeat one.

When the job is complete, cleaning up thoroughly and walking the client through the finished work shows pride and professionalism. A final check-in to answer questions or confirm satisfaction helps leave the right lasting impression. It also opens the door for future work, reviews, or referrals.

What should be avoided is just as important. Never show up late without a courtesy call. Don’t leave messes behind or rush through the final walkthrough. Avoid getting too casual, even if the client seems relaxed. A friendly tone is great, but professionalism should always come first.

Clients don’t just remember what you fixed—they remember how you made them feel. Establishing clear expectations for conduct inside the home helps ensure your team reflects the standards you’ve worked hard to build. The more respectful and consistent your in-home experience is, the more likely customers will invite you back.

Keep hammering away and we'll talk soon!

The Home Pro Heroes Team

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💡 Answer to Trivia Question:

Because people tend to recall experiences that made them feel uncomfortable or disrespected more strongly than those that simply went smoothly.

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