Delivering Outstanding Customer Experience: Contractor's Guide to Client Satisfaction

Delivering Outstanding Customer Experience: Contractor's Guide to Client Satisfaction

Meet Ed

Instructor Ed Jones has over 30 years of experience in theindustry, has the title of MasterWater Restorer, is an Institute ofInspection Cleaning andRestoration Certification (IICRC)-approved instructor, and hasserved on the S500-2021consensus body committee todevelop the most recent standard.

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In the building and property repair industries, creating an outstanding customer experience proves pivotal to success. A good reputation and word-of-mouth referrals help a business build its clientele. Accuserve wants to help its contractor partners enhance their client satisfaction rates, so in this blog, we consider the key areas to focus on for better client satisfaction.

Understanding Client Expectations

It all comes down to understanding what your client expects, communicating well with them and other involved stakeholders, and providing the highest quality of work possible. Let's consider the steps to doing each of these items to the best of your ability.

Initial Consultation

First, you need to understand your client's expectations. That begins with your first point of contact, which invariably occurs when the potential client visits your website. To ask the same questions of every potential client, create a web form with checkboxes. Use a widget like the one from Google Translator to ensure everyone can read and understand your website and form. Most areas of the U.S. consist of individuals from many ethnicities who speak a native language other than English.  

At your in-person consultation, practice active listening by repeating to your potential client what they've said. By doing these two things, you'll ensure that you're on the same page before any work begins.

Set Realistic Expectations

Many clients needing home repairs search the Internet before contacting a contractor for an estimate. They glance at a few articles, reading the range of average repair costs as it applies to the U.S. This process builds unrealistic expectations on their part about the cost of their repair or renovation needs. The contractor must communicate what changes they can feasibly make and at what cost. By managing expectations from the start, you can prevent dissatisfaction at the end of the project.

Regular Updates

Keep your clients well informed. Regular updates can help build trust and mitigate any concerns that may arise. Suggest to your clients that they leverage tools like the Accuserve Claim Tracker, which lets them check the status of their insurance claim 24/7.


Sometimes, your client needs to reach out to you. Ensure that they can easily reach you and at least leave a message. Practice responsive communication by getting back to them within 24 hours when possible. Great communication between all parties builds trust, so help your clients trust you by making yourself available.

Quality of Work

Beyond communicating well, the quality of your work matters the most. Many clients can overlook a phone call that takes you more than a day to return if your work proves amazing. Here's how to wow everyone with your abilities.

Attention to Detail

Pay attention to the details and ensure the finished product meets or exceeds expectations. While attention to detail takes longer than speedy work, it further builds your good reputation. Careful craft skills result in better customer satisfaction, but as Viewpoint states, you need to complete jobs promptly.

Skilled Workforce

Your hiring matters, so only employ skilled workers who excel at their craft and prioritize superb customer service. Train your team to offer courteous, respectful, and professional interactions with your clientele.  

Build Your Best Reputation

No business instantly begins as a success — you must build your reputation and continually improve it. Hiring the most skilled workers who produce the highest quality projects helps build a positive reputation. Effective communication between your business and potential clients also proves key.

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