Ep 15. Dealing With Client Disappointment: Expectations, Communication & Reality

Client disappointment is one of the most challenging parts of any building or renovation project. In this episode, the Builders Beyond Borders team unpack why disappointment happens, how expectations can drift from reality, and what builders and clients can do to manage it better.

Hugh, Andy, and Paul share real examples from their own projects, from selection shock and budget surprises to delays caused by trades, suppliers, and approvals. They discuss how early communication, realistic expectations, and ongoing transparency can reduce friction and protect relationships throughout the build.

This episode offers valuable insight for both homeowners and builders who want smoother projects and fewer stressful moments along the way.


In this episode, you’ll learn:

Why client disappointment often starts with unmet expectations
How selections, budgets, and visualisation impact client satisfaction
Why early conversations about reality and imperfections matter
How delays in trades and approvals create frustration for clients
The emotional toll disappointment can take on both clients and builders
Practical ways to communicate delays and issues before they escalate
How clear processes and mindset help manage friction


Key Timestamps

02:06 Why client disappointment happens during a build
03:09 How ego, experience, and communication affect friction
03:47 Selections, visualisation issues, and expectation gaps
04:48 Timeframes, delays, and why things do not always happen fast
05:22 Why delays feel bigger for clients than builders
07:29 Pre construction delays, selections shock, and budget reality
10:24 Managing domino delays and communicating early to reduce disappointment


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Matt Auld Builder in Victoria - https://mabuilder.com.au