How home contractors can tell clients they don’t have time

Too much work, too little time.

This is a reality all too many home contractors face – especially now. Following initial shutdowns due to COVID-19, the construction industry headed into a full fledge boom late last summer. Our own data reflects this. Based on a sample of new homebuilders who use Buildertrend, the industry came back busier than ever. In September, jobs starts increased 30% since April.

However, that high demand doesn’t come without its challenges. According to a survey by The Associated General Contractors of America, 52% of builders struggle to find craft workers. This labor shortage is making it harder and harder for even the most efficient teams to keep up with workload. Making matters even more difficult, the U.S. Chamber of Commerce reports most home contractors are facing a shortage of building materials, too.

With all of these factors at play, many home contractors are forced to do the unthinkable: Tell clients no.

• Projects are taking longer and longer.
• You simply don’t have enough time.
• You’re trying to avoid burning out the team.

Sound familiar? Then this article is for you. Here are five tips to help tell clients you just can’t fit them in right now.

1) Empathize with their situation

Be empathic. Be compassionate. Be human. You may not be able to deliver what they’re looking for in the time they need it, but you can still help them feel like they had every right to ask for it.

Saying no the right way is all about saving your reputation so clients come back when you have time or, at the very least, don’t speak poorly of you to others. Tell them you appreciate the opportunity then be straightforward in describing your workload. Ignoring requests and giving potential clients radio silence isn’t the answer here.

2) Offer an alternative timeline

Maybe now isn’t the right time – but there’s always later! Don’t just flat out turn away good work, especially if that work is a dream project.

As a busy home contractor, there’s nothing wrong with letting a potential client know how excited you would be to work on their home once things clear up. Add them to your list and prioritize the job as you best see fit. When suggesting an alternative timeline, it’s important you stick to your word. Which brings us to our next point …

3) Be honest

With every action and statement you make to clients – both potential and current – you either bolster or weaken your reputation. That’s why honesty is paramount when telling clients you can’t take on more work right now.

You might have been their dream home contractor. They might have been drooling over the eye candy homes you bring to life. Maybe their friends worked with you previously and they can’t speak highly enough about you. Don’t let anybody down with a lie – and don’t just be honest just for yourself. Do it for all contractors, everywhere. When one builder is untrustworthy, it reflects poorly on the industry.

Instead, be upfront and make sure your no is understood. It’s as easy as explaining your situation and apologizing you can’t meet their request right now. And, if you propose a new timeline, meet it or keep in touch if further delays happen.

4) Refer them to another credible builder

We’re all in this industry together – facing the same challenges and headwinds. That means nobody else knows the stress of a too taxing workload quite like your competitors. They might also be your best resource for unburdening yourself.

When you can’t take on more jobs, it might be time to share the workload with your competitors. Sometimes playing nice in the construction business sandbox can pay off. Sending requests for new work to other builders will foster good relationships and keeps homeowners satisfied. This is an especially smart tactic when the project is more immediate and you can’t propose a new timeline.

This is good for industry growth, too. It creates more space for each of your businesses to evolve and carve out niches that complement one another, allowing for referrals that go both ways. It’s a true “scratch my back and I’ll scratch yours” situation.

5) Offer an incentive for waiting

There are projects – and then there are dream projects. If there’s a job you’re just itching to complete but can’t get to it quite now, incentivize potential clients for waiting. This can take the form of upgrade allowances, slashed closing costs and promotional discounts. Here’s where you can get creative and come up with whatever solutions your bottom line can afford to keep work in your court.

Let’s face it: Money talks. If it pays to be patient, homeowners might just be willing to wait it out.

Time isn’t always on your side – but tech is

You can never get more time in a day – but you can become more efficient. Construction project management software is your way to streamlined workflows.

Digital tools make it easy to collaborate with your crew, create schedules and centralize all job information in one system. Providing real-time, 24/7 access to project information, construction project management software allows you to get more done, more quickly.

Buildertrend is the leading tech for homebuilders, remodelers and contractors, too. Consider these stats. On average*, our contractors spend 55% less time on scheduling and job production as well as 50% less time on communication between field and office.

With all those hours back in the day, our customers are fitting in extra projects and boosting their businesses to new heights. You can, too. To see the impact of having tech on your side, schedule a demo with Buildertrend now.

*Based on research of internal data conducted by Hobson & Co on behalf of Buildertrend.