If we asked you what’s the most important aspect of a contractor’s work, workmanship itself would probably come to mind first. However, we could argue that communication is actually even more significant. If you check negative reviews for any contractor, you’ll find out that the vast majority refers to misinformation or lack of updates.
It shouldn’t be too surprising. Clients are investing large sums of money in enormous projects, making their anxiety around that process perfectly justified. And if they already picked a company they thought they could trust, only to see builders missing appointments or calls, the concerns only get bigger.
That’s why regular interaction with clients matters this much. Project changes and delays aren’t as problematic if they’re discussed. Let’s dive into what contributes to good customer communication and how contractors can still maintain their trustworthiness, even with hurdles encountered during their projects.
Establish Clear Expectations from the Beginning
Strong communication gets established even before any construction gets started. During the consultation and proposal stages, contractors should take the time to explain project scope, timelines, costs, and challenges. Although clients may have already envisioned a clear idea for their project, it’s important to inform them if it can be realistically executed straight away.
The client also needs to be made aware of the factors outside of the contractor’s control. Weather and site conditions, permit delays, or material shortages are just a few examples of difficulties that can hold the entire project back. Information about any potential setbacks leaves clients with more room for adjustments.
Provide Consistent Project Updates
While sharing all details during the initial consultation serves to showcase the contractor’s honesty, the regular updates are what really keep clients assured. Long periods of silence cause more uncertainty than any bad news ever will.
Even with the project proceeding smoothly, the client deserves to know if the schedule is being followed as planned. Contractors can put their clients’ minds at ease by providing weekly reports, as well as milestone summaries that help determine the next steps to take. Keep in mind that providing all details through lengthy reports isn’t the primary goal. Their main purpose is to keep the communication predictable.
Be Transparent About Challenges
Let’s face it – there are no construction projects that proceed without any obstacles on the way. While it’s the norm within the industry, your client may not know it yet. What makes a highly competent contracting business is how they handle communication around the newly encountered challenges.
The best approach is to keep things clear and instant, but without catastrophizing. Clients generally appreciate transparency and fast reaction to problems. Aside from simply explaining the issue, it’s highly recommended for contractors to offer new solutions and suggest timeline updates. Aside from honesty, this also highlights the business’s adaptability to new and unforeseen situations.
Take Advantage of Digital Communication Tools
The key to communication lies not only in what information is getting relayed and when. It’s also important to consider how it’s passed on. Contractors need to consider modern communication tools that customers typically rely on.
Naturally, both new and existing customers opt for contact through phone calls or e-mail. The latter option additionally allows for the attachment of photos or important document files, making it more comprehensive.
However, another increasingly popular contact method to include in a general contracting website is built-in chat. It lets both clients and prospects type their questions immediately, without needing to schedule a phone call or prepare a lengthy message. This improves responsiveness, especially if AI is integrated into the chat to answer basic and frequently asked questions.
Summary
When homeowners decide on a general contractor, it’s not just because of their qualifications or the ability to provide top-notch handiwork showcased through a portfolio. They also check for their approach to the customer and how seriously the communication is taken by the business.
That’s why we can expect the contractors who prioritize transparency to stay ahead of their competitors. Their commitment to providing positive client experiences, and treating communication as a key part of project management, is what ultimately builds a strong relationship. And better relationships translate to high credibility, which ultimately keeps more new clients coming and lets the business grow.
