Behind the business: How to implement a client-first strategy (Part 4 of 5)

Behind the Business series: In this fourth entry with Cardinal Crest, you’ll learn what a client-first strategy is and how to integrate it into your construction business. Clients who have a great experience are more likely to spend more and tell people about your company.

Missed the last post? Check out part 3: Creating a positive company culture

In this digital age, where you can get anything at click of a button, it’s incredibly important now more than ever to provide a great customer experience. Think about it: Even before going out to eat, you’re searching for restaurants online and looking through the menus.

Clients can provide immediate feedback and let the world know how well – or how poorly – your company treated them. Reviews left on websites such as Google and Houzz are part of your reputation and how potential clients see your construction company.

The Consumer Federation of America found that home improvement repairs and contractors were in the top 10 complaint categories of 2021. Now there’s even more pressure to provide an outstanding client experience to ensure your construction company stands out against the competition. To do this, adopt a client-first strategy to conducting your business.

Joe Christensen, owner of Cardinal Crest Homes, centers the client’s experience during the entire build process. Using construction management software, like Buildertrend, Joe can give his clients the attention and focus required to tackle a massive project.

Here’s how to make sure your clients enjoy doing business with you.

What is a client-first strategy?

A client-first strategy is a business plan revolving around the customer experience. The needs and expectations of the client are considered throughout the entire company. In the construction industry, this means involving your client throughout the build process.

This type of strategy integrates the customer experience into the company’s values. For example, your mission statement includes a line focusing on providing a stellar customer experience. Showing this indicates how focused your company is at providing more than a quality build for your client. It gives the impression you’re always working toward enhancing customer relationships.

4 tips to keep your client first

We’ve talked about why you should have a client-first strategy in your construction company. Here are some tips to make it happen and keep your clients top of mind throughout your business.

1. Use clear and concise communication

During the build experience, the client is easily left in the dark in terms of what’s being done and how the project is progressing – but not anymore. Establishing a method of communication during the first meeting sets expectations. You and your client can discuss what’s the best way to contact each other during this process.

As the build progresses, share regular updates with your clients, too. Construction management software, like Buildertrend, allows you to provide updates without setting time aside to contact your client. Through tools like the Customer Portal, clients can track the progress of a build and see how the project is coming along by viewing the schedule, job site photos and daily updates from your team. No more late-night phone calls!

Creating a customer portal allows your clients to track the progress of the build and see how the project is coming along.

Although keeping a clear channel of communication is important, providing updates about unimportant details with your client can become frustrating. Keep it simple. Be direct and straight to the point.

2. Be proactive

Building a home can be an overwhelming process. Some clients may even experience a bit of anxiety. To overcome decision fatigue, approach clients with questions to ease them into the build. Ask about what they want, how they want it and why.

For example, if your client wants hardwood floors, ask why they didn’t choose carpet instead. You may learn it’s because they have a dog, then this opens the conversation for pet-friendly material.

Being proactive isn’t only about getting involved with your client’s decision making. This also means being open and honest about any possible mistakes. Taking accountability when mistakes happen shows transparency is a priority in your organization. Clients can often tell when you’re intentionally holding back details.

As we said earlier, mistakes happen. You should have a strategy when something does go wrong. Creating a plan can protect your company and your client when crisis arise.

3. Involve your construction team

If a client-first strategy is part of your business, every level of the organization should be focused on providing a great customer experience. For instance, imagine a potential client visiting you for the first time and your receptionist is too busy on the phone to say hello. From the start, your client can get the impression their business is not wanted.

All members of the organization must understand maintaining a positive relationship is part of the services that you provide.

We want to cater clients – but we need to be realistic. At the end of the day, the happiness and wellbeing of your team contributes to a great customer experience. Clients can usually tell when a crew member is upset. Encouraging your team to have a good time while at work promotes a better experience for your client. 

4. Collect feedback

For your team to operate well, it’s important to receive feedback from your clients. Understanding what you did well or what you did wrong shows you’re willing to grow and improve your customer relationships. Regularly touch base with your clients to know how you’re doing.

After the build is done, ask for a review. You can even use this to promote your business using client testimonials.

Give your clients the attention they deserve

Your clients have busy lives and using construction project management software relieves some stress of keeping them up to date. Buildertrend’s Customer Portal feature gives clients direct access to their project. They can check-in on progress anywhere at any time. That’s a big win for you, too. You’ll spend less time with back-and-forth communication and more time growing your business.

Want to show your clients they’re your main priority? Schedule a demo today to learn how.

More great content from Cardinal Crest is coming your way. Be sure to come back for our final installment of Behind the Business, where we’ll share how Cardinal Crest Homes keeps all design work in house.