Ghosting The Client
Most builders vanish once the final invoice is paid.
But after ten years in the industry, I've discovered that what you do AFTER project completion can turn one time clients into raving life long fans.
Here's why:
Anyone can promise quality work. But exceptional service? That's rare.
The Absolute State Of Our Industry
Look around you:
- Builders ghost their clients after handover
- Warranty claims become nightmares
- Minor issues go unfixed
- Clients feel abandoned
Most builder are so focused on winning the next job, they forget that people have to live in the houses they’ve built.
Your Post Project Gameplan
In my business, we follow a standard 12 month post project roadmap.
It gives us a serious edge over the competition, often winning clients over at the quoting stage.
Here’s the gameplan ->
1. Set clear expectations early.
- Walk clients through your support process during the initial consultation.
- Explain your warranty conditions clearly.
- Show you're thinking long term. Build trust before the project even starts.
2. Schedule check ins.
- Lock in follow ups at 3 and 12 months post completion.
- Regular contact keeps small issues from becoming big problems.
3. Be proactive about maintenance.
- Give clients a maintenance guide for their new space.
- Being proactive can prevent warranty claims and positions you as the expert.
4. Document everything.
- Keep detailed records of all check ins, maintenance advice, and touch ups. This protects you from warranty disputes.
- Noting consistent issues helps to improve your building process over time.
Want to step it up even further? Create ‘Wow’ Moments
Small but strategic gestures can have your clients raving to anyone who will listen.
In my business, it’s our signature paint refresh at the 12 month mark...
The ‘refresh’ only costs $250 for what is really a just a touch up on silicon cracks.
But it makes spaces feel brand new and shows we care about long term quality.
Factor something like this into your quote. It's a tiny cost for massive returns.
Pro Tip: To blow away the competition, mention this to clients during the quote stage.
It Pays For Itself
Put in the effort and in return you’ll get:
- Better reviews
- Regular easy referrals
- Fewer warranty headaches
- The power to raise your prices.
While others chase new jobs, you're earning a genuine reputation.
Thanks for reading!
Cheers,
Josh