Close the Expectation Gap: Build Client Trust, Earn Referrals & Increase Sales: Webinar: NAHB: October 13, 3:00 PM (ET)

Includes a Live Web Event on 10/13/2026 at 3:00 PM (EDT)

Even the best-built home can lead to an unhappy client when expectations don't match reality. For custom builders and remodelers and single-family builders, proactive buyer education can help prevent misunderstandings about budgets, allowances, schedules, change orders, inspections, closing and warranty service.

In this candid webinar, industry experts share practical strategies for setting expectations, communicating through uncertainty and turning better-informed clients into satisfied homeowners, stronger referrals and repeat business.

Also learn how to use Buying Your New Home, A Guide to Home Buying, Second Edition, from NAHB BuilderBooks, as a third-party resource to support your customer education and communication process.

Exclusively for NAHB Members & Credential Holders: Free registration for members after login. If you have not set up your NAHB account, please visit: www.nahb.org/register or call 202.266.8313.

Who Should Attend This Webinar
This webinar is ideal for residential construction professionals who work directly with home buyers and homeowners, including:
Custom builders.
Remodelers.
Single-family builders.
Architects and designers.
Sales and marketing professionals.
Construction and customer service leaders.
Business owners and executives who want to improve customer satisfaction, referrals and sales.

What Will You Learn in Closing the Expectation Gap?
Identify the most common points where client expectations become misaligned during the home-building and remodeling process.
Explain budgets, allowances, contracts, schedules, design decisions, change orders, inspections, closing and warranty service in clear, homeowner-friendly language.
Build a repeatable expectation-setting and communication process across sales, design, construction and post-closing service.
Learn how proactive buyer education can build trust, improve customer satisfaction and generate more referrals.
Use a third-party buyer-education resource to complement your contracts, procedures and client communications.

Greg Hardwick

Greg Hardwick (Moderator)

President and Owner

Hardwick General Contracting

Greg Hardwick, P.E., is President and Owner of Hardwick General Contracting, a nationally recognized custom home builder serving Central Florida. With 35 years of experience in the multimillion-dollar construction industry—including leadership roles with Fortune 500 companies—Greg is dedicated to delivering high-performance, luxury homes tailored to each client’s lifestyle. He is a Past President of the Master Custom Builder Council and the Greater Orlando Builders Association.  He currently serves on the Leadership Council for the National Association of Home Builders, the Builder 20 Executive Committee, and as 2nd Vice-Chair of the Custom Home Builders Committee.  Greg has been honored with multiple industry awards, including NAHB Project of the Year, Builder of the Year, and Remodeler of the Year at local and state levels.

Chad Hackmann

Chad Hackmann

Regional Partner

Alair Homes

Chad Hackmann is a regional partner with Alair Homes, where he leads award‑winning custom home building and remodeling teams in Arlington, Va., Falls Church, Va., and Washington, D.C., while supporting the franchise’s expansion across the D.C. metro area. With nearly 30 years in the construction industry, Hackmann began his career in Washington, D.C., before launching his own firm in 2006 and later joining Alair Homes in 2017.

Kevin Harris

Kevin Harris

Director of Sales & Marketing

AGS Stainless

Peter L. Pfeiffer

Peter L. Pfeiffer

Founding Principal Architect

Barley | Pfeiffer Architecture

Peter is an Architect, Author, Building Scientist and Realtor who is among the earliest American architects to be named a Fellow of the American Institute of Architects for his life-long achievements in developing climate-responsive design & building strategies. He was instrumental in the creation of Energy Star, and the nation’s first Green Building program. Peter is the founder of Barley | Pfeiffer Architecture, whose work has been published in such diverse venues as the Washington Post, Fine Homebuilding and featured on The Discovery Channel and This Old House. Residential Architect magazine cited him as one of the ten most influential residential architects of the decade - back at the turn of the century… He is a frequent speaker at national and international conferences on architecture, building development, and climate change. Peter has been nominated for the prestigious Hanley Award for his meaningful efforts to advance green building in North America. He has been honored as the "National Green Advocate of the Year” by the National Association of Home Builders and named the ”Green Superhero of the Year” recently at the International Building Show. More recently he has been selected to speak at the prestigious SXSW conference addressing how architectural design decisions interact with climate & social action.

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Live Webinar
10/13/2026 at 3:00 PM (EDT)  |  60 minutes
10/13/2026 at 3:00 PM (EDT)  |  60 minutes
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Certificate of Completion
Live Viewing: 1.00 Continuing Education credit and certificate available
Live Viewing: 1.00 Continuing Education credit and certificate available