We have entered a new age of customer. With review sites like Trustpilot, and construction trades easy to find on Yell and Check a Trade, clients are more well-informed than they ever have been before. This means they know what they want, and often who they want, for their project.
Larger projects are governed by teams practised in handling those projects and finding the right people for the job through tendering platforms.
What Do They Want?
Clients are looking for construction companies that know their industry and know their clients. No more promises; they’ve heard it all before. Clients and customers alike want to see your actions; they want to see how you handle things, not just what you say you’ll do.
They value those extra touches of service now more than ever; the bar has moved. Clients want to feel the company cares, that they are dedicated to their project. (Even if you have several on the go.) They want a personal service, fuss-free and stress-free. Clients want to feel your company has it all handled well, efficiently and with professionalism.
What Great Service Looks Like Today.
Clients want to feel looked after, without having to chase. They want updates without having to ask, problems handled before they escalate and a team they communicate with flawlessly. It feels like a lofty expectation. The client hired you because you know your work, and they want no fuss, so why do they want to be so involved now?
Well, it’s consideration. Giving the client the opportunity to be involved when they need to be, and giving them the clear answers they need so they know you’ve got it handled.
It’s All Organisation
It can be difficult to keep a client so involved without it slowing things down. So, clients and businesses need to work alongside each other with a clear place to keep this information and communication. So, updates can be instant on an app or portal, not a long phone call that takes you off-site and them away from their offices.
When a business runs smoothly behind the scenes, it shows. With everything in place, organised and to the letter. You can respond quicker and have the answers (despite surprises we all know happen). Clearly document things, have them available and suddenly every touchpoint feels smoother.
These aren’t alien concepts to you; these are all things we want inside and outside of the business. They’re things we strive to achieve all the time while growing and running any business.
It’s Possible And It’s Easy
Clients aren’t the only ones that have changed. Making it easier to achieve these things has been the goal of digital construction tools for a long while. SmartStruct was built to help provide a more organised, professional service for your clients. It helps to keep you, your team and the client in the loop with documents, RFIs, tasks and timelines all clear and visible to everyone who needs them. Communication and care without feeling like your client is in your lap for the whole project.
Check it out 👉 www.smartstruct.com/demo