Improve Each Customer Relationship with The Illusion of Control

Introduction – Understand Your Customer’s Inner Conflict

In the residential service world, it’s easy to focus on tools, tasks, and timelines—but the real key to success? A strong customer relationship. Homeowners aren’t just buying your service; they’re trusting you in their personal space. That’s why how you make them feel matters just as much as the work you do. In this article, you’ll learn how a simple mindset shift—what I call the Illusion of Control—can transform anxious clients into raving fans (and 5-star reviewers). Let’s dive in!

Hard Work is Not Enough

“There is no substitute for hard work.” Thomas A. Edison

Do you love to work? If so, CONGRATULATIONS! And yet, over many years of working with homeowners, I’ve learned this “git ‘er done” attitude can be a customer relationship trap! Here’s why…

You (or your employees) show up at a home, eager to kick butt and “git ‘er done”! But wait! Never forget you must first recognize and work with the pesky emotions of a nervous residential customer!🙄

Yep, with workers in the ‘inner sanctum’ of their home clients often subconsciously feel uneasy, vulnerable, trapped and even invaded! Reassure homeowners by subtly tweaking your Service Systems and the 5-star reviews will flood in! For example…

Give residential clients the ‘Illusion of Control’

Yes, it’s weird. Homeowners are ambivalent. They obviously don’t want to ‘control’ the job. (That’s why they called you!) But your clients want to FEEL like they’re in control!👍👍

Customer Relationship Management Examples

Let’s not confuse managing the customer relationship with the mechanics of a good CRM. We’re talking real interpersonal relationships here. It is your customer’s castle after all.

Giving the ‘Illusion of Control’(IOC) should start with a potential client’s first call. But upon arriving at a customer’s home give IOC by simply… Asking Permission!🙏

Here’s three easy ways to give immediate IOC and get the customer relationship started off right!

Three Requests To Start On Right Foot

1. Ask permission to park in their driveway. If possible, park first in the street. Then introduce yourself and your crew to the homeowner and ask, “Would it be possible for us to park in your driveway?” (Customers love this simple IOC request!)💖

2. Ask your client for a “tour”. Simply say, “Could you walk me through what we’ll be working on? And as we go please show me any ‘areas of concern’.” (By now your residential client will be positively swooning!)😉

3. Ask permission to ‘take care’ of something. Subtly call attention to a small service you’re ‘throwing in for free’ by asking, “Mrs. Jones, would it be OK with you if we just took care of this? It will be our gift to you…” (Now get out of Mrs. Jones way as she runs to her computer to leave a glowing 5-star review!)

The above has been an ideal exercise to illustrate how home service pros can “program” the ‘Illusion of Control’ into front-line worker’s psyche (and daily procedures). This will directly lead to creating delighted Customer Cheerleaders that sing your praises from the rooftops!👌

REMEMBER: Homeowners don’t want to actually DO the work. (That’s why they called you!)😉 But they do want to FEEL in control of the job! (And NOT be surprised!)

Let’s keep these positive customer relationship moments rolling with…

Three Questions To Keep The Customer Informed

You can better manage customer relationships by keeping customers informed on what your team is doing in their home.💖 Here’s three Action Steps…

1) WHO: Your lead employee on the job should introduce each Team Member and briefly explain their role in the client’s home. For example…

If possible, as I introduced myself to the homeowner I’d have my entire on-site team lined up behind me. Then I would call out each employee like this:

“Mrs. Jones, this is Charlie Green. Charlie will be looking after…” When I mentioned Charlie’s name and his work area he’d wave at the customer and cheerfully reply, “Good morning, Mrs. Jones!” This ‘No Surprises’ principle extends even to what you bring into the home…

NOTE: The “WHO” equation in your residential services business will be so much easier with the ‘Very Best People’ on your team. Discover how to recruit, interview, hire and onboard great employees in our Hiring the Very Best! seminar. Click HERE to learn more…

2) WHAT: As you carry in your equipment mention its purpose. For example, “Mrs. Jones, this is a HEPA Air Scrubber that helps clean the air of pollutants and other particulates while we work. In fact, usually your indoor air will be cleaner at the end of our work than it is right now! If it is OK with you we’d like to install it over here…” Homeowners also appreciate knowing your schedule…

3) WHEN: Nobody likes to be left wondering what’s going on.😡 Instead, contribute to the customer relationship with updates like this, “Mrs. Jones, today we hope to finish the back yard and then we’ll ask you to check our work and make sure look things look good to you! Then tomorrow at 8:00 AM we’ll…” 

Folks, this isn’t rocket science. Let me sum up this article and honestly, much of my Winning on the Home Front training with another 2,000 year old quote commonly called the ‘Golden Rule’:

“All things, therefore, that you want men to do to you, you also must do to them…” Matthew 7:12

And there you have it! Just obsess over how YOU would want to be treated in YOUR home and customer relationship success will be yours on the Homefront! 👍👍

Summary – Every Tech Needs to Make The Customer Feel Satisfied

At the end of the day, great service isn’t just about what you do—it’s about how you make your clients feel. By giving homeowners the Illusion of Control, you’re not only easing their stress, you’re building a stronger customer relationship that leads to repeat business, referrals, and glowing reviews. Treat every job like it’s happening in your own home, and you’ll win big on the home front—one happy customer at a time. 👍