Creating a better customer experience all starts with remembering the most important part of any construction project—the process for the customer. Many in the construction industry tend to forget about the process, and focus on the finished product, but the process is truly where the experience lies. Whether you’re building someone a table or an entirely new home, it’s a big deal to them, so creating a positive customer experience is just as important as delivering a successful product at the end. Especially because a positive customer experience can lead to retention and growth.

So, what have we learned from our own clients in the construction industry about this?

It starts and ends with communication. Of course, we get that you can’t be in constant communication with your customers, but you can be accessible (within reason of your given hours). If a customer knows they can easily communicate with you whenever they need, you are already on your way to providing an excellent experience.

Many in the construction industry tend to forget about the process, and focus on the finished product but the process is truly where the experience lies.

Next steps to success? Document everything. Whether it’s a call log or a string of emails, there is no excuse to not have things in writing. For example, whenever you get off a phone call with a client, send a follow-up email to review what you just talked about or log it into a construction-specific software solution like Buildertrend. It might seem like more work but when you need to reference a conversation you had weeks ago, having an email or daily log to look at will really help.

Be flexible. No matter how many projects you’ve done, you’ve never done one like the current project for your client, so remember that the situation is unique. Techniques that may have worked for one person and project might not work for your next customer. Your staff must be flexible and respectful of each project’s differences for the best possible results.

Communicate in terms your customers understand. It’s easy to forget that there are terms that people outside of the construction industry might not understand. Keep in mind that you might need to use different terms when speaking with your clients about project details—ditch the lingo and go simple.

Prioritize trust. There’s obviously already some level of trust if a customer has chosen you to handle their next project but it is important to foster that trust throughout the project. That way, your customer knows that you value their business and have their best interest at heart.

Don’t forget about the follow-up. Many might be guilty of finishing a project and moving right on to the next one, but it’s important to follow up with customers. Not only should you ask for their feedback on the project, whether it’s on various review sites or just through an email, but you should also check-in to make sure they are still satisfied with the finished product.


By: Dan Houghton, cofounder, Buildertrend