Episode 289: Your Customer Experience Roadmap: How It Impacts Your Bottom Line & Company Culture

There is one part of your construction business that could lead to profit bleed, but they never show up on an invoice. That is your customer experience!

Creating a great customer experience roadmap could differentiate you from your competitors. But where do you start?

In this week’s episode, Leyah Valgardson, our Director of Customer Success, and I will discuss why customer experience matters whether you’re a homebuilder or a commercial contractor.

Today, Leyah and I talk about the symptoms of customers having a bad experience, the three steps to creating a good customer experience and journey, and action items you can do today to improve your customer journey and make it a company culture.

Why Customer Experience Matters

When you think of the construction industry, the first few things that come to mind are the heavy machineries and blueprints, right?

But this aspect here gets often overlooked – customer experience.

You see, in the midst of concrete pouring and structural engineering, it’s easy to forget that at the heart of every construction project lies a customer – a person with a vision for their space and expectations.

And guess what? Their experience matters – A LOT!

So, why exactly does customer experience matter in a construction business? 

1. Reputation

In an industry built on trust, delivering an exceptional customer experience sets you apart. Satisfied customers become your walking marketer.

2. Referrals

Happy customers don’t just talk — they refer! Word-of-mouth recommendations are a goldmine in the construction world or any business. When clients have an outstanding experience, they become your biggest advocates, bringing in new projects and expanding your network.

3. Repeat Business

A remarkable customer experience breeds loyalty. Clients with a great customer experience with your construction company will likely return for future projects. How would you feel when your customers go with your competitor on their next house renovation project?

4. Differentiation

By prioritizing customer experience, you create a unique selling point that sets you apart. It becomes a distinguishing factor between you and your competitors (and even subcontractors) when choosing which one to work with.

5. Long-Term Success

As we all know, the construction industry thrives on repeat business, referrals, and a stellar reputation. Focusing on customer experience lays a solid foundation for sustained growth. Remember: happy customers mean a thriving business, increased profitability, and a brighter future.

Three Steps to Happy Customers

So what can you do to ensure your construction business provides a remarkable customer journey?

Leyah Valgardson, our Director of Customer Success at The Construction Leading Edge, provides three steps to happy customers.

1. Have a clear customer journey roadmap

A clear customer journey roadmap starts from the moment a potential client reaches out to your construction business and continues until long after the project is completed. 

2. Setting expectations clearly and consistently

One of the biggest sources of dissatisfaction in the construction industry stems from misaligned expectations. And by setting expectations clearly AND consistently, it minimizes potential profit bleeds, and guarantees a five-star customer experience.

3. Seeking ways to wow your customers

To create truly happy customers, go the extra mile. Adding personalized touches to the projects, like letting them sign on the beams or posts before you cover them, creates an impression that you know where they’re coming from.

To learn how to create a great customer experience, how it affects your construction business, and more, listen to the full episode above or watch it HERE.

Additional Resources:

– Apply to work with the Construction Leading Edge team HERE

– Learn how to get out of your business and make it run without you HERE

– Visit Construction Leading Edge for more HERE

The Construction Leading Edge Podcast helps construction business owners maximize their revenue, eliminate chaos, systematize their work, and win back their time.

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