Recommendations and referrals are key in all industries, including for contractors. Homeowners and commercial property owners are always looking for good, reliable, and competitively priced contractors who will come through on the projects they need to be done. One way to nail down referrals is to boost your service to clients.

  • Listen carefully to your clients’ needs. After meeting with clients, be sure to include all the necessary details in your job proposals—from responsibilities to deadlines and costs. Be realistic when setting timelines and establishing costs. Be sure to include policies and procedures on missed deadlines and cost overruns so that clients are fully aware of both their and your responsibilities and the way forward if an issue arises.
  • Offer alternative solutions. If you think what a client wants will cause problems for them down the road or will be overly costly, offer options for them to consider.
  • Deliver on your promises. Of course, if something unforeseen occurs that delays a project, be upfront and immediately explain the situation. It is detrimental to any business relationship when someone feels like they’ve been left in the dark or ghosted.
  • Keep your clients informed throughout the entire project (no matter how small or big – from a bathroom renovation to a new build) about timelines, progress, and any potential issues. Use emails, phone calls, or project management tools to provide regular updates and address concerns promptly.
  • Respond quickly. If you have multiple projects going on and a client is wondering where you or your crew are, let them know as soon as possible why you’re late or if you can’t make it. Don't leave your other clients hanging if a delay or something comes up on another project. People would rather hear that you can’t make it than wait around for you or your crew to show up.
  • Handle complaints. The customer is indeed always right. Listen to their complaint and address it quickly and fairly. A well-managed complaint can turn a frustrated customer into a loyal advocate.
  • Quality comes first. Of course, the quality of your work is the surest way of getting referrals. Families and friends who see your great job on a kitchen renovation or a family room extension will ask for your number when they need a contractor.

Differentiate yourself in the market with excellent customer service. You’ll build trust, drive referrals, and secure repeat business.