Does your construction company deliver an amazing client experience every time? Did you hesitate to answer? If so, maybe it’s time to make some adjustments.
You’ve got to build and maintain meaningful relationships to land jobs and keep your clients happy throughout their build or renovation process. Getting to know and understand your clients is one of the most important things you can do for your construction business. It not only builds trust, but it also helps ensure they send their referrals to you.
Be certain you’re maximizing your client relationships with superior customer service using these eight tips.
1. Provide clear, effective communication
Whether it’s an estimate, an invoice or an email, it’s crucial to present information clearly to your clients to communicate effectively. It’s best practice to never assume anything and to always encourage them to ask questions. They aren’t construction experts. That’s why they came to you, so take your time. Explain procedures, timelines and budgets in a way that will help them understand. Discuss everything upfront, so there’s no confusion later.
Communicating often should be a standard you hold throughout the job. This builds trust, which can potentially lead to returning clients and referrals.
2. Be available, even when you’re not
When a returning or prospective client reaches out to you, be as prompt as possible with your reply. The reality is most people won’t wait too long before moving on to someone else. Provide multiple forms of contact information on your website or when advertising — phone numbers, email address and don’t forget about your social media accounts. It’s more and more common these days for potential clients to request details via direct message.
And once a client has chosen you for their job, it’s even more important to be there when they need you. Every customer should feel like they’re a priority, and that’s how using tech like Buildertrend’s Customer Portal can help. So, even when you’re busy, you’re still providing great customer service without the added phone calls, emails and in-person meetings.
3. Always be early or be transparent
Whether you’ve scheduled an in-person meeting, a Zoom call or phone call, make it a point to always be punctual. Arriving early and allowing enough time with your clients shows them you value their time and have made them a priority.
Easier said than done, right? In a perfect world, nothing would ever go wrong, and you’d always be on time. But in the real world, if you’re running behind or have to make a shift in your schedule, do you best to communicate ahead of time. If a delivery is delayed or a deadline can’t be met, be upfront about it. Your clients are more likely to understand if you give advance notice.
4. Harness the power of your team
Make sure your team is well-versed when it comes to your customer service expectations. Take the time to train them on best practices for delivering an optimal client experience that meets your company’s standards. Consider using a construction management software to give your team a reliable way to document and share information to keep everyone informed. Give them the power to answer questions from the field or give daily project updates, so when your clients log in, the job specifics are there waiting for them.
5. Take advantage of tech
Streamline and enhance your customer experience with technology. Implementing a project management software will keep your clients informed whenever is most convenient for them.
Using a feature like Buildertrend’s Customer Portal for real-time communication is essential for staying connected with your clients. It not only keeps them updated on their project, but it’s also a great way for you to keep your projects moving. Your clients can log in to make decisions regarding their product selections, change orders and other finishes. They can check in any time to check updates, see schedule changes and make payments.
6. Meet your customers where they are
Before starting a project, make sure you have a firm understanding of your client’s needs, wants and budget. Do your best to work within their budget but be upfront about anything that may not fit within it. Being transparent plays a big role in providing superior customer service. It’s best to be clear about financial figures from the start and avoid any hidden costs that result could result from incorrect estimates.
Set reasonable expectations about what you can and can’t do within their budget, create accurate estimates using construction software and be realistic when setting a project timeline.
7. Own up to mistakes and quickly make them right
If you or someone on your team makes a mistake, acknowledge it, own it and do your best to solve the problem as quickly as possible. Addressing your client’s concerns and accepting the responsibility of errors made on your end will showcase the pride you take in your work. Your commitment to making things right will showcase your dedication to providing the best customer experience.
8. Focus on creating relationships
On top of everything else, you must work on fostering relationships with your clients. It’s important to keep in mind that homeowners want to feel some sort of connection with the person or people who will be building their new home. Be personable, be friendly and take the time to get to know them. Understand the wants and needs they have for their project and give them comfort in knowing if they choose you, they’ll have the best experience. Pairing professionalism with personal connection is how to build trust in construction.
And after your clients are happily living in their new home or using their updated space, think about sending them a thank you card or email. This will show them that you value their business, and it’s also a great opportunity to ask them for referrals. You may also consider including some kind of incentive, which will encourage clients to take the time to send back any current referrals they may have.
Provide better customer service with Buildertrend
In this fast-paced industry, people have a lot of choices. Keeping your current clients happy and impressing your new clients should be your top priority. Give your team and your clients what they deserve with Buildertrend’s top-notch construction project management software.
Ready to take the next step? Schedule a demo today!
