A Builder’s Guide to Improving Customer Experience


As a builder, you are aware that word of mouth is one of the most powerful advertising tools that you have at your disposal. Of course, this means that you make a good impression, you need to go above and beyond not just with your work, but also your customer experience. Unfortunately, most tradespeople aren’t taught the finer points of customer service and so end up missing out on some crucial knowledge. However, if you want to catch up on some of the more important aspects of creating a great customer experience, here is what you need to know:

Improve Your Quotation Accuracy

If you were to ask your clients what their biggest concern for any construction project is, they will all answer “budget”. At the end of the day, most people are afraid of going over their limits and spending much more than they anticipated. Therefore, if you want to win over your clients, you need to provide more accurate quotations. Fortunately for you, this is now easier than ever before thanks to builder estimating software. Unlike humans, software is much less likely to make mistakes. What’s more, with all of the included features, you can make adjustments based on your clients to improve the customisation of the final quote as well. Therefore, this is something that you should definitely look into doing.

Foster Trust Early On

As you are probably aware, there are a few incompetent tradespeople that have given the industry a bad name. Unfortunately for you, it will fall to you to fix this image. You will need to begin by fostering a sense of trust between you and your client. Now, providing them with an accurate quote will certainly get things off to a good start. However, it is important to ensure that your client is kept up-to-date on every step of the project. The more they are included in the process, the more that they will feel at ease.

Explain the Project to Them in Layman Terms

It is easy to forget that not everyone has intimate knowledge of the construction process. Nevertheless, it is important to explain all of the proceedings to your client from the very beginning. Walk them through each stage and talk about everything that will be taking place. The more detail that you can provide, the better. Doing this serves two purposes. First, it allows your customers to feel included in the project. At the same time, it lets them bring up any concerns or potential changes to light at the right moment.

Be Adaptable

No two clients are alike and thus, are going to want different things from you. This is why it is so important for you to be flexible. When you are more adaptable, you are better equipped to customise certain elements of the process to fit your client. As you can imagine, this is something that they will greatly appreciate. So, avoid being overly strict if possible.

These are all of the ways that you can improve your customers’ experience as a builder. Use these and you are sure to receive rave reviews from all of your clients.

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