Sometimes Doing the Right Thing Means Saying “No”

One of the things they don’t teach you in the trades is how often you’ll have to protect your clients from themselves.

We recently wrapped up a bathroom remodel in a charming old farmhouse. As we walked through the space and pointed out a few observations—small things we noticed that could be upgraded or improved—the client responded with an enthusiastic, “Let’s do it!” to almost every suggestion.

Now, we weren’t pushing for extras. We were just making conversation. But it became clear pretty quickly: this guy trusted us deeply.
That kind of trust is rare. And it’s on us to honor it.

Sure, we could’ve kept going. Could’ve padded the project with more line items and walked away with a bigger payday. But that’s not how we operate. Because just because we can doesn’t mean we should.

This is where integrity matters most. It means not taking advantage of the authority people hand you when they call you the expert. It means holding back when it’s tempting to go all-in on upsells. It means being willing to say things like:
“I wouldn’t spend my own money on that.”
“You could do it, but it’s not worth the return.”
“If this were my house, I’d hold off.”

What does that mean for you as a customer?

There are companies out there that will do whatever you ask and take every dollar you give them. That’s not who we are. We’re not here to max out budgets—we’re here to do what’s best, whether that earns us a few more bucks or not.

In this line of work, reputation lasts longer than revenue.
And the best work we do? It’s not just in tile or trim—it’s in how we treat people.

That’s the kind of business we want to be!
—Matt