If making a good first impression is the most important 5% of a job, finishing is the hardest 5% of a job. The way the job ends will be what is most vividly remembered by your client.
At this point you may be tired, behind schedule, over budget, getting impatient, feeling discouraged, etc. You just want it to end, so you can get on with your life...
I see it all the time on construction sites: you can tell that the trades people worked hard and cared about their craft, until the end. The floors caked in drywall mud, the pile of garbage left by the electrician, the paint over-spray on the windows, the stickers left on the glass. Thats why the last 5 percent is the hardest. The job is basically done. But then there are the extras, the plates to re-install, the deficiencies, the clean up, the pack-up, the load-up, the walk-thru, the signing off, it just seems endless. And a lot of companies drop the ball at this stage.
The easiest part of a job is also the last 5%. Easiest because this is one of your best opportunities to set your business apart, build a loyal client base, and generate referrals. If you finish your jobs completely, there will be far less resistance to getting paid in full. You will get paid out sooner. You will have less deficiencies (better you catch them than your customer). You will reduce time-sucking and costly call-backs. You are more likely to get a good referral. You will really solidify your relationship with your customers because it is at this stage where you show them what your business stands for.
Finishing completely, the last 5%, is the hardest part of a job, but it is the easiest way for your business to stand out, exceed expectations and grow.
What you do last is remembered first. How can you make the end of each job remarkable?
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