Communication is Key

Almost all builders know that their business depends on referrals. The number one way to make sure those referrals keep coming is to communicate with your current clients, according to a recent NAHB article.

“It’s impossible to over-communicate,” said Beverly Koehn, a customer care management consultant from San Antonio, Texas. “It’s a scary ride for [the clients because] they are investing a significant amount of money into your services. There are times you’ll be so involved in a project, that you’ll forget about the client’s need to stay informed.”

So what are some of the best ways to keep the lines of communication open?

1. Make sure everyone on the build team is on the same page. Everyone should have the most up-to-date information so that any one of them will be able to answer the client's questions.

2. Follow up on completed jobs. This is a nice touch that lets clients know you are invested in their project.

3. Try to communicate face to face as much as possible. Demands of other projects make this difficult, but an in-person visit allows you to make more of a personal connection - something your clients will value.

4. Keep your website up-to-date and professional looking. Use professional photos of your completed projects and hire a copy writer to ensure your written content reflects the high quality of your work.

5. Send e-mails - but only if they are educational in nature. Clients appreciate your expertise, so offer it to them in small doses, which will help them remember you when it comes time to start a new project.

According to NAHB, "Improved communication may be the ticket to increasing the quality of your leads. The goal is not to simply complete a transaction; it’s to build a strong, memorable relationship with the client, who should always be at the center of the project."