Why didn't that project go anywhere?

Some jobs may seem like “no-brainer” deals where your customer has a need, you’ve supplied a solid bid and the stars should align for a project to come through. And then you wait. And wait. And wait. Time to give up and move on? Before you throw in the towel, ask yourself these questions and go back to the customer at least one more time if they didn't answer them sufficiently:

1. Did the customer see the “big picture”?

Sure, you explained the type of work you’d be doing, how long it would take and even what it might cost. But if they can’t envision the long-term impact on the value of their kitchen or bathroom, they may not feel the urgent need to move forward right now. After all, few things can improve the value of a home like an upgrade to the kitchen or bathroom areas. Did you speak to that part of the equation or did you simply confine your approach to the job itself?

2. Does the customer feel safer doing nothing?

Why would that be? Understand what the feeling of sticking with the status quo is and why it outweighs the reason for making change. To possibly turn the tables, make them visualize what could happen if they don’t start the project now. What’s at stake if they don’t begin? What are they risking?  

3. Have you allowed too much time for “second thoughts” to creep in?

They seemed like they were on board with going forward. What happened? Perhaps you assumed too much during what is usually the most sensitive and shaky part of the process overall: That crucial window of time right before they buy. In that period, they’re relatively sold on going forward with you but they still have some lingering “what if” thoughts.

If so much time passes that the customer is alone with their thoughts and you can’t be there to address those thoughts, the little nagging voices they have internally are going to only grow louder to the point of where they dominate. So don’t let a few days become a few weeks and assume it’s a “done deal.” This is the moment of all moments when projects don’t come together the way they should. If you’re a resource to act quickly and address the last minute concerns, you’ll go a long way toward clearing up any last reasons for pause in their minds.