Using Our Expertise to Predict the Future

After thousands of conversations in our Ask A Cabinetmaker Facebook group and 1:1 consultations at Wayhome, we've gained some unique insights. In our position—without any agenda or sales pitch—we're able to have open and honest discussions with homeowners, learning about their frustrations and anxieties before, during, and after their home projects. The biggest takeaway? Most homeowner frustration arises from a lack of clear expectation-setting and alignment from the very start of their project.

Whether it’s around timelines, sequence of events, or even something as specific as the expected color variation in solid wood panels vs. veneers in cabinetry, the disconnect is often the source of frustration. We've seen this play out in areas ranging from the surprise of curbside delivery for online retailers, to the precise location of seams in slab backsplashes for showrooms.

The common denominator? Misaligned expectations. And, perhaps most importantly, all of these issues could have been avoided with clearer, more frequent communication.

As industry professionals, it’s easy to assume that our knowledge and experience are second nature. After all, we’re in the thick of it daily. But we can’t take for granted how valuable that knowledge is for our customers. For most homeowners, a major renovation or home project is a rare event. For us, it’s just another day at the office.

This is where the responsibility to over-communicate comes in. We know exactly what’s going to happen over the course of a project, but the homeowner doesn’t. This is how we're able to flat-out predict the future for our customers: "Here's exactly what's going to happen over the next 3 months..."

For example, in my previous role, we made it a point never to let our customers wonder, "What's happening next?" From the moment an order was placed, we sent weekly email updates outlining what had been completed, what was up next, and any actions required on their part (whether it was coordinating with other trades or scheduling a delivery). This wasn’t just about keeping them informed — it was about setting clear expectations from the start.

So, what can we take away from all of this?

1. Over-communicate: If you're in a project-based business, you have the roadmap. Share it with your customers regularly, even when there’s nothing urgent to update. A little transparency goes a long way.
2. Set expectations early and often: Whether it's the timeline, approving samples, mock-ups, or the delivery process, make sure your customers understand what’s coming. And if things change, let them know as soon as possible.
3. Use our experience to predict the future: As experts, we know what lies ahead. Don’t be afraid to share that knowledge. Help your clients visualize the path forward, so they’re never left guessing.

At the end of the day, the majority of frustration and disappointment we see in home improvement projects is preventable — and it starts with the simple act of communicating clearly and often. When everyone is on the same page, expectations are aligned, and trust is built. And when trust is built, the entire project — from start to finish — runs that much smoother.

I'd encourage you to never assume your customers know what’s coming next. Use your expertise to show them.