For homeowners, hiring a contractor can be nerve-wracking, frustrating, and simply no fun. Make it easy for them (and for you) by answering their questions - the ones they ask and the ones they don’t even know they have - with these business and trust building answers.
The key to building a solid, trusting relationship with a homeowner is to answer all of their questions, especially the ones they don’t know to ask. Most homeowners don’t have any idea what they’re getting into when they begin a project, and your first job is to help them fully understand. Take a quick look at some of the most common questions we’ve come across as well as some of the responses our most successful clients have used before to work through them; nail these, and the homeowner will feel confident hiring you now and for future projects too!
Trust
Homeowner’s Question: Can I trust you?
Never said, though always, always, always thought! Sure, you’re an honest person. You’re good at what you do. You’ve never let a homeowner down...but how do they know that? Trust is what turns a lead into a customer and a customer into a referral. Share with them your experience and qualifications, and show your portfolio and references to back up everything you say.
Try: “This project’s going to turn out great! I’ve been doing this work for over X years and I have these qualifications. Based on what you described, I brought some before/after pictures of work I’ve done like this in the past and the contact info for the folks I did it for!”
Price
Homeowner’s Question: How much is this really going to cost me?
Don’t just give a number: give as much detail as possible. It’s easy to shy away from getting too specific - homeowners can get nervous when you’re talking money - but if your estimate is just a dollar value then all it takes is a lower number to lose you the job.
Try: "Your project is going to be $X, here's how that cost breaks down and what it includes. Not all contractors factor those points in. There shouldn’t be any additional cost to you, but if any changes come up I’ll be sure to let you know.”
Pro-tip: We’ve written before about not offering discounts to get a job. Instead, offer to throw in some extras; you’ll still get paid, but they’ll still be getting a deal.
Expectations
Homeowner’s Question: What can I expect?
When you’ve been doing this work a long time, it’s easy to forget how little others know about the work you do. The best thing you can do is offer them a step-by-step picture of the plan, including a timeline, what the day-to-day process will look like, and any other important factors.
Try: "Great, we should be able to get started on this day. I’ll be there these days each week, starting at about this time, and I’ll have 2 assistants with me. You’ll need to be home to let us in but you don’t have to stay the entire time. Unless anything changes, the project will be done by this day!”
Safety
Homeowner’s Question: How do you know this will be safe?
Whatever you're doing there will be safety concerns you should discuss with the homeowner. Make sure your insurance coverage is up-to-date and share the information with the homeowner. Review any laws or necessary permits with them. Not only do you want to keep yourself and your workers safe, the homeowner needs to trust that they and their family will be safe as well before they’ll feel comfortable with the work you’re doing.
Try: "My team has full insurance coverage, and we have copies of the permits you’ll need for this kind of project. We're all trained to do this work and to use the equipment we’ll be using to keep everything safe and speedy.”
Final Picture
Homeowner’s Question: Do we have the same picture in mind?
Another “silent” question. Your customers don’t care about drywall and the R-value of their insulation. They want to know that your work will live up to what they have in their head. Communicate as clearly and honestly as possible (instead of jargon, use words anyone would understand): if you’re on the same page now, it’s much less likely you’ll have other problems come up once you get started!
Try: "Ok, before we get started, let’s make sure we’re on the same page. We’re going to do this and focus on these points, is that what you’re hoping for? If you have any concerns or questions during the work please don’t hesitate to let me know!”
Any questions we missed? Or do you have other questions for the homeyou pro team? Leave them for us in the comments below!
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