Building a 5-star customer experience

Building a 5-Star Customer Experience

Building or renovating a home is probably the most expensive and stressful project your clients will ever undertake. They rely on you to guide them through the process and explain procedures, timelines and budgets in ways they can easily understand. Providing an exceptional customer experience is the foundation of repeat business and glowing referrals.

Start with the right clients

Attracting your ideal client and taking them through an efficient sales and onboarding process is the first step to a seamless experience. It’s likely that your leads are talking to at least one, or even two, other builders about their project, so make a good first impression. Take every opportunity to demonstrate your knowledge and experience and to differentiate yourself from the competition. Don’t be afraid to refer people on if their project isn’t the best fit for your expertise or business goals. Taking on the wrong client can lead to unnecessary challenges for both parties.

Set clear expectations

Establish a well-defined scope of work and utilise good systems and a robust builders software to help you prepare a detailed and accurate estimate or quote. Always present your proposal in person, so your clients have the opportunity to understand what your proposal covers, and equally importantly, what it doesn’t cover. Your honesty, transparency and professionally presented proposal will be a key tool for setting you apart from your competition. Be upfront about potential variations and explain how changes will be handled. Under-promise and over-deliver by setting realistic timelines for completing tasks, communicating updates and requesting client decisions or selections.

Operate with integrity

Upholding ethical standards and legal obligations builds trust and confidence. Comply with building contracts, issue valid payment claims and provide all the required documentation. On the rare occasion an issue arises due to an error or oversight, taking ownership and offering a sincere apology will go a long way to maintain trust and goodwill. Remember to close out the project by ensuring the Practical Completion documentation is completed promptly and by efficiently providing the Producer Statements and records of work for the project, so Code of Compliance can be submitted. Meeting your obligations helps ensure timely payments and reassures clients that you’re operating professionally and transparently.

Stick to timelines

Building a home can be an emotional rollercoaster for your clients and there is potential for escalation as their stress increases. Proper planning and scheduling helps them coordinate their finances and busy lives around the building process. Clients are more understanding when they feel informed and see proactive efforts to stay on track.

Delivering a 5-star customer experience relies on trust, transparency and teamwork. Satisfied clients represent more than one completed project - they’re a doorway to future business and referrals. By prioritising exceptional customer service, you’re setting your business up for long-term success!