Statistics show that the cost of acquiring a new customer is five times as much as the cost of retaining a customer. If you’re a small business owner in the construction industry, you’ll want to make sure that you leave your customers satisfied so that they come back to you for their next project.
In addition to providing work of the highest quality, another way to ensure customer retention is through the relationships that you build.
Communicate Expectations
One of the best things that you can do during a construction project is to communicate expectations with the client. For instance, try to provide them with accurate bids and timelines for the project. If you run into delays, it’s better to be upfront with the client than to keep them in the dark. This will make you seem more honest and approachable, which are critical when building relationships.
Another thing you should do is tell your clients what they can expect during the construction project. For example, if you’re performing a remodel, you should let the client know how long they will be without:
• Hot water
• Electricity
• Internet
Keep Your Worksite Clean
Have you ever heard of the saying, “perception is reality?” This is particularly true when it comes to construction work. If you leave a messy job site, your customers will be under the impression that your work is sloppy and unkempt. So, if you want to maintain great client relations, you should make sure that you are keeping your job site clean. Doing small things like taking out the trash is one easy example.
Respect The Neighbors
Nothing will frustrate a client more than if they receive complaints from neighbors about the work you’re performing. You should make efforts to respect the neighbors when working on your project. This is one of the primary reasons why you should take out leftover trash and debris. You don’t want to create an eyesore that neighbors complain about, especially if you’re working in a residential neighborhood.
You should also try to only work during appropriate hours. Don’t work early in the morning or late at night, when the loud noise of construction could be particularly disruptive. Some municipalities may also have restrictions about the hours of the day during which you can work. Don’t put yourself where you or your client are receiving noise complaints and possible fines.
Reduce The Risk Of Liabilities
Another thing that will stand out to clients is if you stress safety on the job site. It’s – literally – better to be safe than sorry. Consider doing things like putting up signs and flags indicating that you’re performing construction work. You should also make sure that your employees are safe when they’re working as well. Provide them with eye, ear, and head protection.
The more safety measures that are in place, the less of a chance there is of a work accident. The less probability of an accident, the higher chance there is that you complete the project on time.
Provide Clarity About Project Costs
One of the best ways to build credibility with clients is by providing clarity about project costs. Consider using a time card app to allow your employees to track their work hours. A time card app will allow employees to clock in and out with the mere push of a button on their phone.
Perhaps more importantly, employees can provide descriptions about what they worked on during the day. A time card app provides business owners with accurate info, which they can then pass to clients.
