Sometimes, the best business lessons come from the worst examples. I recently had a few experiences that left me shaking my head. And while some of these moments were frustrating, they also served as great reminders of what not to do when it comes to delivering an excellent client experience.

Don’t Ignore the Basics of Customer Communication

After finally deciding to remodel my kitchen, I went to the website of a past RA member and filled out their inquiry form. Two days passed—nothing. So I filled it out again, just in case there was a glitch.

A few hours later, I received a response from the owner, accusing me of being a salesperson and saying they don’t respond to “people like me.” No call, no clarification—just a flat-out assumption based on my email address.

Never assume. Never judge. And never ignore a potential client. Responding professionally should be the bare minimum.

Your Process Should Serve the Customer—Not the Other Way Around

On a separate occasion, I hired a lawn service to take care of my yard. After two visits and multiple follow-ups asking how I could pay them, I still hadn’t received a bill—or any communication, for that matter.

It’s a simple truth: if your system leaves clients confused about next steps, payment, or expectations, you’re creating friction. And friction kills confidence.

Stop Using Industry Jargon

In a Roundtables meeting, we had a great discussion about how often we throw around terms like “design-build.”

But here’s the thing: homeowners don’t necessarily know what that means—and many don’t care. Speak in terms that resonate with your audience. You’re not impressing anyone with jargon they don’t understand.

Arrogance Has No Place in Your Process

We occasionally reach out to guests for speaking opportunities, webinars, or podcast appearances. And more than once, I’ve had people flat-out refuse to follow our intake process.

“I don’t do forms,” they say. Translation? “I’m more important than your process.”

Here’s my take: no one is above basic professionalism. If you’re not willing to follow a simple, respectful process, it sends the wrong message.

Don’t Forget Your Roots

Every interaction matters. Whether you’re dealing with a homeowner, a vendor, or a potential partner, your brand is on display. Your systems should make people feel confident—not confused, insulted, or dismissed.

I’ve been in this business long enough to know that mistakes happen. But if you want to avoid the kind that erode trust and cost you future business, remember this: treat everyone with respect, communicate clearly, and never assume you’re above the basics.

Because the moment a client loses confidence, it’s already too late to win them back.