Deliver an Elite Client Experience (And Watch Your Business Explode Without More Ads)
Most contractors think they’re in the business of building projects.
Kitchens. Additions. Decks. Ponds. Hardscapes. You name it.
But the truth is:
you’re actually in the business of building experiences.
Your craftsmanship will get you hired once.
Your client experience will get you hired over and over again — and talked about to everyone they know.
Craftsmanship Gets the Job. Experience Builds the Business.
I’ve had jobs where the work itself was flawless.
Crown molding tight. Tile lines perfect. Paint like glass. Zero call backs. If you looked only at the finished product, you’d say, “That’s a home run.”
And yet…
No referrals.
No call for the next project.
No “You’re our guy forever.”
When that happens, it’s tempting to blame the market, the client, or “people these days.”
But when I slow down and replay the job in my mind, a different story shows up:
Did I communicate well? (Probably not as well as I could have.)
Did I set expectations clearly? (Maybe halfway.)
Did I check in consistently or just assume they knew what was happening?
The job can look great and still feel bad to the client if they were confused, anxious, or in the dark the whole time.
Skills build the project. Client experience builds the business.
They’re Not Just Judging Your Work
Most contractors think they’re being graded on craftsmanship alone.
That’s only half the scorecard.
Your clients are also judging:
How you communicate
How you treat their home or workspace
Whether you show up on time
How you clean up
Whether you keep your word
Whether you care about the details
The job is the product.
The experience is your brand.
You can be the most talented craftsperson in your market and still lose if you create a chaotic, stressful experience for the people paying you.
When Things Go Wrong (Because They Will)
Something will go wrong on a project.
A cabinet shows up damaged.
A countertop cracks.
You drop a sink. (I have. It happens.)
In my worst case, we dropped a $15,000 stainless steel refrigerator—right on its face.
Those moments are gut punches. But they’re also defining moments.
Clients aren’t judging you by whether things ever go wrong.
They’re judging you by how you respond when they do.
Do you:
Hide it?
Blame someone else?
Wait for them to notice?
Or do you:
Own it fast,
Communicate clearly, and
Show them your plan to make it right?
It’s not what happens to you.
It’s how you deal with it.
Handled well, a problem can actually strengthen trust. Handled poorly, it can destroy it.
Communication: Your Secret Weapon
If you trace most bad reviews, angry clients, and stressful jobs back to their source, you’ll find the same root cause:
poor communication.
Not the weather.
Not the economy.
Not the supply chain.
Communication.
Clients are not annoyed by being updated. They’re reassured by it.
Send updates before they ask.
Explain timelines before they get confused.
Address issues before they discover them.
Example:
“Hey, I saw this corner today. It’s not how we’re going to leave it. Just want you to know I’ve already got a plan to fix it.”
That one sentence buys trust, peace of mind, and future work.
Set Expectations So Nothing Is a Surprise
Confusion kills trust.
Surprises kill confidence.
You can avoid both by setting expectations clearly and early:
Talk them through:
Pricing – how and when payments are made
Timeline – what happens this week, next week, and at major milestones
Jobsite behavior – what your crew does and doesn’t do on site
Change orders – how you handle changes, delays, and extras
Communication rhythm – when and how they’ll hear from you
When clients know what’s coming, they relax. When they relax, they enjoy the process. When they enjoy the process, they talk about you.
Done right, the project runs smoother and the relationship stays strong all the way to the finish line.
The Small Things That Cost Nothing (And Separate Pros From Everyone Else)
Some of the most powerful parts of client experience cost you exactly zero dollars.
Park in the right place.
Don’t block both cars at 7:15 a.m. so they have to ask you to move. Park on the street if you can.Bring the vacuum and floor protection in first.
Before tools, before materials. The first thing they see should be you protecting their home. That sends a loud message: “We care.”Say good morning.
Simple. Human. Professional.Don’t smell like a pack of Camel Lights.
You’re in someone’s home, not at a tailgate.Send a quick “We’re on our way” text.
Takes 10 seconds. Reduces anxiety by 100%.Clean up at the end of the day.
Broom clean at minimum. Don’t leave your chaos as their evening backdrop.Leave something better than you found it.
Coil up their garden hose that’s in a snarled mess. Pick up trash in the yard, even if it isn’t yours. These micro-actions speak loudly.Respect their property.
Don’t park in the fresh mulch. Don’t grind a cigarette out on the front steps. Don’t flick it into the bark mulch and walk away.
These details separate the professionals from “just another contractor.”
Charge What You’re Worth — Then Be Worth It
I tell contractors all the time:
charge what you’re worth.
But here’s the other half:
If you’re going to charge like a pro, you have to deliver like a pro.
Elite client experience is how you justify your price without getting defensive, discount-heavy, or desperate.
For years, I was doing $1.6–$1.8 million in annual revenue.
Guess how much I was spending on SEO and Google Ads?
Not $10,000 a month.
Not $2,000 a month.
Not even $500 a month.
Zero.
I’m not saying you shouldn’t market.
But I am saying this:
If you dial in your client experience, you’ll be amazed at how much work shows up from:
Referrals
Repeat clients
Neighbors walking over asking, “Who are those guys? They’re here every day at 7:30, and they keep the place spotless.”
That is marketing. It’s just not on a screen.
Turn “We Enjoyed Working With You” Into Your Growth Strategy
One of my favorite reviews we ever got said this:
“The first thing I noticed was that they walked down my driveway carrying a vacuum and drop cloths.”
That’s not a review about crown molding.
That’s a review about experience.
When people genuinely enjoy working with you:
They become your sales force.
They invite you back.
They tell their friends, family, and neighbors.
And that is how you grow without burning piles of money on ads.
A Simple Challenge for Today
Before you move on to the next fire, try this:
👉 Send one intentional check-in to an active client today.
Something simple like:
“Hey, just wanted you to know the plumber is scheduled for 10 a.m. He’ll be stopping at the supply house first.”
“Quick update: we wrapped demo and we’re on track to start framing tomorrow.”
“Noticed a minor issue on the trim; we’ve already got it on our punch list to fix before final.”
Then ask yourself:
If I were the client, what would I want to know?
What would I want to feel?
What small touch would make this experience a 10/10 for me?
Your work gets you in the door.
The experience keeps you there.
In a crowded market, that’s the difference between being forgotten and being the contractor everyone talks about.
Deliver an elite client experience.
The rest will follow.
No comments:
Post a Comment