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I am curious to learn what lessons you learned in 2018 and what things you would do differently to increase your business output. And how would you rate 2018 a success or not so much. Mike Movila

I find that customers like you described are often ones that have been either taken by another contractor or were given unreasonable expectations. I have won these types over by setting the expectations and when possible over delivering. Then there are ones that just can't be pleased no matter what and they expect miracles. These often have conditions that can't be reversed and likely induced by either the homeowner/diyer or a hack. Some people are so difficult that I will intentionally bid it high to deter their acceptance but in the case they become desparate set a very low expectation. In the case of excessive questions, I find it that they are insecure and often a bit squirrelley to begin with. I try to be patient but sometimes find I have to control the narrative and leave them with either yes or no responses because they don't understand aspects about the project/scope/technology/chemistry etc. This helps them to find a path to a decision but I often have to leave a comfort line at the end, something to the effect of....if you have any further questions you can call me at... Guarantees. What is to guarantee in our line of work? That the dirt will come off? That the results will last 'X' years? I offer none where this is concerned even if I am the first one on the job because there are things I have no control over. I don't make the sealers, chemicals, stains etc. that are being applied. I didn't get the substrate dirty and have no idea of what it has been subject to and no way to tell until AFTER the work begins to reveal what was hidden or obstructed/disguised. What are your thoughts on Guarantees? Rod