Setting Deadlines

📧 Client Email Template – Managing Expectations for Design Updates

(Emphasizing behind-the-scenes work & setting expectations)

Subject: Update on Your Design Progress

Hi [Client’s Name],

I wanted to check in and let you know that we’re making great progress on your design. A lot of the work happening at this stage isn’t always visible, but we’re actively moving things forward by:

Reviewing HOA and Building Department requirements to ensure feasibility for your property.

Conducting site visits and measurements to confirm everything fits perfectly.

Consulting with structural, pool, and screen engineers as needed for your specific project.

We take the time to ensure every detail is thoughtfully considered, and you can expect an update by [specific date]. If you have any additional thoughts or ideas in the meantime, feel free to share—we always welcome client input!

Thanks for your patience and for trusting us with your project. We’re looking forward to bringing your vision to life!

Best, [Your Name] [Your Position] Pratt Guys

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📞 Client Call Script – Setting Expectations & Highlighting Behind-the-Scenes Work

Client: Hey, just checking in—when will I see the next update on my design?

You: "Great to hear from you! We’re actively working on your project, and while there may not always be visible updates, there’s a lot happening behind the scenes. Right now, we’re:

Reviewing HOA and Building Department feasibility

Confirming site measurements

Consulting with engineers to ensure everything is structurally sound

"You can expect an update by [specific date], and if anything changes, we’ll keep you posted!"

Client: Oh, okay—just wanted to make sure things are moving along!

You: "Absolutely! We’re making sure everything is aligned before the next steps. If you have any new thoughts or questions in the meantime, feel free to reach out!"

Client: Sounds good, thanks!

You: "Of course! We appreciate your patience and can’t wait to share what’s next."

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🚫 What to Avoid When Setting Deadlines

❌ "We're really busy with other projects right now."

Clients don’t want to feel like they’re waiting in line behind other people. Instead, frame it as “We’re taking the time to make sure every detail is perfect for you.”

❌ "I'll try to have it done by [date]."

Avoid vague or uncertain commitments. Instead, say “You can expect an update by [specific date]” to build confidence.

❌ "I’ll get to it as soon as I can."

This sounds like it’s a low priority. Instead, say “I have this scheduled, and you can expect an update by [date].”

❌ "I need more time than expected."

If a delay happens, don’t focus on needing more time—focus on why it benefits them. Instead, say “We’re fine-tuning some details to ensure the best outcome, and I’ll have an update by [new date].”

❌ "Let me know if you don’t hear from me by then."

This puts the follow-up responsibility on the client. Instead, say “I’ll check in with you on [date] with an update.”

❌ "That should be doable."

This sounds uncertain. Instead, say “We’ll have that ready for you by [date].”

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✅ Better Phrasing for Setting Expectations:

✔ “We’re making great progress and will have an update for you on [date].” ✔ “To make sure every detail is perfect, you can expect [deliverable] by [date].” ✔ “I have this scheduled, and I’ll send an update by [date].” ✔ “We’ll check in on [date] to keep you in the loop.”

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