The key to success in the construction industry is turning first-time customers into repeat clients who rely on you for every project. While pricing, speed, and quality are critical factors in a construction project, the customer experience (CX) is what ultimately determines whether clients will return in the future or choose your competitors.
Before we explore a variety of customer experience tactics that will help your construction company win repeat business, it's essential to take a look at why repeat clients are critical for company success and growth:
They generate consistent revenue: Repeat clients provide your construction company with a consistent revenue stream, as you can rely on their upcoming projects. This makes it easier for companies to manage inventory and plan for future growth.
They remain loyal to your brand: Repeat clients are loyal to your company, which sets you apart from your competitors.
Marketing becomes cheaper: It's five to 10 times cheaper to sell to repeat clients than to acquire new customers. By using targeted promotions, loyalty programs, and personalized communications, you can cheaply market to your repeat clients ahead of any upcoming projects they may have.
You can rely on referrals: Satisfied repeat clients are more likely to refer your construction company to people they know in the industry, which becomes free word-of-mouth marketing or user-generated content (UGC).
This article will explore six proven customer experience tactics that help construction companies consistently win repeat business.
1. Prioritize Communication
Clients prefer to feel informed and involved throughout the construction project, so offering them clear and consistent communication is essential for strengthening relationships and enhancing the overall customer experience. Meanwhile, poor communication can result in misunderstandings, delays, and safety issues.
Firstly, it's essential to choose the correct method of communication. Sometimes an email or phone call can expedite and simplify the exchange of information, whilst other situations may require an in-person meeting with the client.
In addition, documents such as request for information (RFIs), change orders, and daily reports should be easily accessible to clients throughout the project. Access to these documents, along with daily updates and real-time progress tracking, will keep clients informed.
2. Complete Projects On Time
Delays can be costly and damaging for clients, making them unlikely to repeat business with a construction company that has failed to complete previous projects on time.
While some delays are unavoidable, such as skilled labor shortages or supply chain issues, construction management software can help companies proactively manage schedules.
In addition, construction management software enables you to share the timeline with your clients, display project milestones and upcoming tasks, and discuss potential risks. This enhances the customer experience and builds client confidence.
3. Be Transparent
Unexpected costs and change orders are inevitable in construction, but how you handle them is critical for enhancing the customer experience and winning repeat business.
It's essential to provide easily accessible digital logs of approvals, costs, and audit trails. When clients can review what has been agreed upon, they're more likely to trust your construction company and will value the transparency.
4. Focus on Client Convenience
A positive customer experience often comes down to convenience. You should make it simple and convenient for clients to access and sign documents, view project timelines or photos, and request changes.
Fortunately, construction management software enables clients to access all relevant information in one place, including contracts, RFIs, timelines, and invoices. That kind of convenience goes a long way towards retaining clients.
5. Be Professional
Repeat business often comes from how clients feel about working with your company, not just how the final product turned out. Professional communication, organized documents, and timely deadlines can all enhance the customer experience.
6. Engage At Every Stage
To enhance the customer experience, companies must engage with clients at every stage of the project, from marketing and preconstruction to completion and feedback.
It's essential to consider all the above tactics, such as being professional, communicating clearly, and offering client convenience, at every stage of the project.
Win Repeat Business With Technology
Repeat business comes when you enhance the customer experience through communication, convenience, trust, and professionalism. Construction management software provides companies with the tools to communicate clearly, store all documents in one centralized location, stay on schedule, and maintain transparency.
When you prioritize customer experience in the construction industry, you don't just complete projects; you build repeat client partnerships that fuel success and growth.
