With the advent of social media, reviews have a bigger impact on construction companies than ever before. One or two bad reviews won’t ruin your business, but too many will make future clients second guess working with you and possibly choose a competitor.
What Types of Reviews and Testimonials are Best for Construction Businesses?
Positive reviews about your prices, work ethic, and great team are what most general contractors and future clients are looking for. Choosing the right construction company is a big commitment that will impact the client for years to come, so they don’t want to get it wrong. By having glowing testimonials about how amazing you and your crew are, you’ll be one step closer to landing that contract.
Review Sites
Industry review sites are great for posting client testimonials, especially trusted sources like G2 Crowd or Capterra. Also, keep in mind the power of the Better Business Bureau. Future clients and general contractors will be checking your score to see how you stand up to the competition.
Website
Have a dedicated spot on your website for reviews. Having a page dedicated to reviews where you take the time to thank people or address negative reviews will impress future clients.
You may have some clients who send a testimonial email response which won’t be visible on your site. If it’s a glowing review, you’ll want others to see! Ask the client’s permission if you can post the review on your site, even if it’s only one or two lines.
Requesting Reviews
When requesting reviews, try not to be too pushy, as you wouldn’t want to turn a potentially good review into a negative one. Asking in-person, especially at the end of a good job, or following up with an email are great ways to request reviews.
Only present or past clients should review your work and company. It’s a bad idea to review your own website. If people discover you are doing this, they’ll lose trust in you, and your company.
Common Issues in Construction Reviews
A few common issues addressed in most reviews include aspects of work quality, management and coordination issues, the timeline and schedule of work, and costs.
Project Work Quality
- Poor installation
- Incomplete work
- Cheap materials
- Incorrect Plans
Project Management/Coordination Issues
- Unrealistic expectations from clients
- Changing scopes
- Undefined goals
- No paper trail for important discussions
Timeline/Schedule of Work
If you say the work will be complete in July, some clients are going to expect the work to be completed in early June, regardless of weather, family concerns, or faulty equipment. Try to be upfront about what is realistic and what is not. If concerns arise that may lengthen the time it takes to complete construction, tell the client ASAP and make sure you get it in writing, even if it’s something as simple as a follow-up email.
Costs
Thought the client will want the work done as inexpensively as possible, you still need to make a profit. Be upfront with what the costs will be and try to stick to that number. If you promised lumber at a certain price only to have it raised on you, it’s time to chat with the client before purchasing it. Clients hate hidden costs, so be honest. Even if it’s more than they wished to pay, they may leave a good review and recommend you to friends and family.
Addressing Bad Reviews
Don’t ignore negative reviews! According to Inc. it’s important that you respond to the negative review within 24 hrs. Acknowledge that the reviewer has a valid complaint and try to reach a feasible agreement. Even if this particular reviewer won’t back down or be pacified, future clients will be impressed by your effort and you may earn new clients in spite of a bad review.
If this is an ongoing issue, take action before you break ground on a new project. Even if it’s something small, this is your chance to take charge and show both previous and future clients that you take your business seriously and care about what they think.
When Should Contractors/Projects Be Reviewed?
Ideally, reviews should be posted at the end of the project, but many reviewers are now posting periodically throughout the entire process. Ensure you’re on your A game from start to finish.
PlanHub is a web-based construction software dedicated to making your job easier by streamlining shared information between general contractors and subcontractors. To efficiently tackle your next project and ensure great reviews, contact us today for more information.
