Building company future proofing

[joshcowin]

So I work for a small building company (Our projects range from 20k-1m), at present we have plenty of work and enquiries however after reading a few topics/threads on here its apparent that the way people go about purchasing/investing is changing.

So my questions are, how would you like to engage with a builder? What would give you confidence in a builder? What would make you choose one builder over another?

Currently we get clients via recommendation, repeat business and architects.

My current thoughts are - direct online chats, instant quote, book a face to face meeting(online).

Bear in mind that we are a small firm with time restraints and limited funds.

Any insight/suggestions would be great.

[eatcustard]

For me its always recommendation. Online chat for a builder is irrelevant as you need to come out an see what the wants / price it up.

[joshcowin]

eatcustard said:

For me its always recommendation. Online chat for a builder is irrelevant as you need to come out an see what the wants / price it up.

Great this is 80% of our work, my thoughts about online chat was that we get quite a lot of customers who are weighing up their options (this can waste a lot of time), if I had a brief description of the works I could give a ballpark figure or metre-age rate at least then the customers expectations are not based on thin air.

[sidekickdmr]

Personally, if you had a basic but informative website, and email that you responded to relatively frequently (once a day) I think that would be enough for the "online" side of things".

Beyond that, invest your time and effort in arriving when you say you will, getting the quote done quickly and clearly and being professional throughout.

I wouldn’t expect or want a builder to be online, I want them to be personal, professional and prompt.

[dodgydave]

I'd like to see case studies of projects, with perhaps a monthly blog.
Decent pictures of problems overcome, and value add items that the lay person would not think of.

[luigisayshello]

joshcowin said:

So I work for a small building company (Our projects range from 20k-1m), at present we have plenty of work and enquiries however after reading a few topics/threads on here its apparent that the way people go about purchasing/investing is changing.

So my questions are, how would you like to engage with a builder? What would give you confidence in a builder? What would make you choose one builder over another?

Currently, we get clients via recommendation, repeat business and architects.

My current thoughts are - direct online chats, instant quote, book a face to face meeting(online).

Bear in mind that we are a small firm with time restraints and limited funds.

Any insight/suggestions would be great.

This question does look like fallen from the sky, I had been thinking about how can builders explore this brand new virtual world and become more honest (those over-budget as a normal thing fk up all the trust, to be honest, I prefer that you (as a builder) charge me 30k more on a 200k budget than telling me after that there I will need to pay 10k then 5000 then 10k.

So, be honest, make people aware if you are not certain that the budget will be enough, give them a margin.

Now, on the fun stuff, builders are missing a huge opportunity in general. Think with me, who generally is in the source of a renovation, home build, etc? The woman. Where does she get the ideas? Instagram, Pinterest, blog here, blog there. Why aren't more builders on Instagram? It's not that hard, you just share your projects, the evolution, engage with inquiries and in other accounts about the subject, leave a website link or a number in the bio and collect this new wave of clients that are online.

On the site, you will need a well-crafted pitch, portfolio and some sample work with prices, so people can have an idea of how much or instead just have a phone number (I really would advise you to get a phone operator).

Another thing, use your phone, inform people that want to do an inquiry to send you a video (if that's the case) or photo with a list of materials so you can give a quote.

Online chat is too time-consuming, you take 3 or 4 times the time to explain something by writing than you would on a phone. What you could do is 1) ask for media so you can do a quote 2) call back and do your selling.

I really think building companies suffer a lot from branding, a strong brand in construction is a great way to have a lot of doors available in case they are needed.

This is coming across a bit rough but I wish you get at least the idea.

[Frimley111R]

People are unsure of builders and often view them with suspicion, mostly due to programmes like Rouge Traders.

Fill your site with testimonials and case studies and before/after photos. Do this for every single build. This will do more for your business than anything else.

[davek_964]

Sounds obvious, but do not ignore potential customers.

Recommendations, are great - the problem is, builders generally seem to have plenty of work and in the past, I've had recommended builders come to discuss the potential work - only to then ignore repeated attempts to get the quote. I guess they figured it wasn't worth their time - but if / when I want a bigger job done, guess who I won't be calling.

[TooLateForAName]

Frimley111R said:

People are unsure of builders and often view them with suspicion, mostly due to programmes like Rouge Traders.

Google seems surprisingly short of pictures of builders with makeup.

Luigi makes some good points.

I think you also need to think about the different markets and project sizes. Working for an individual/homeowner vs commercial/developer.

For me I think a good blog showing that you understand modern construction stuff like MHRV, EWI, etc. (or indeed old construction stuff, lime, cob, movement, breathability, etc)

[joshcowin]

This has been great, a good way of getting concise, honest feedback.

Just replying to a few points -

Instagram - I will do this I have plenty of photos to share.

Cost - We are generally the middle or highest price at tender stage, this is because we do believe in charging extras, unless additional work is specified once we have started. However the architect has usually guided low so therefore our cost looks high for the project, we offer a good service (full time foreperson whos sole role is to liaise with clients and communicate with our team, daily) high standard and quality finish and also like to keep the site clean (even more so if in someones house). However this counts for little as the majority of people only look at the bottom figure. (they then get charged extras by the lowest bid tenderer and find the cost comparable to us)

Phone operator - there is 3 of us in the office full time 8-6 mon-fri and 2 of us on mobiles and email at weekends.

Thanks again for the feedback.

[joshcowin]

davek_964 said:

Sounds obvious, but do not ignore potential customers.

Recommendations, are great - the problem is, builders generally seem to have plenty of work and in the past, I've had recommended builders come to discuss the potential work - only to then ignore repeated attempts to get the quote. I guess they figured it wasn't worth their time - but if / when I want a bigger job done, guess who I won't be calling.

Good point - We always try to inform someone if the project is too small for us however I would imagine this would yield the same result as the scenario you describe above. 'they were to big for me then so I wont use them now'

Also you would be amazed at the amount of time wasting people wanting a builder to come out and look at their work before they have planned it or even thought it through, they know I will give advice for free so its a win win for them. Out of every 20 of these appointments I go to I get 1 small job. Its cost me 2 hours of my day that I wont get back and could have been using progressing on going (paying) projects or getting a tender ready.

[GT03ROB]

Always worth checking this thread!

http://www.pistonheads.com/gassing/topic.asp?h=0&a...

[cbehagg242]

joshcowin said:

Currently we get clients via recommendation, repeat business and architects.

I would focus on expanding the recommendations side of things.

Thinking literally, most people who need to find something will use google to search for it, if you have a nice 5/5 * google rating appearing next to your name, it already shows a good company before they get to your website where you show off your past projects etc.

If you don't already prompt existing clients to review on google, trust pilot etc so other people can be recommended to your company online and not just by word of mouth/people they know have used your company.

Craig

[leemanning]

joshcowin said:

This has been great, a good way of getting concise, honest feedback.

Just replying to a few points -

Instagram - I will do this I have plenty of photos to share.

Cost - We are generally the middle or highest price at tender stage, this is because we do believe in charging extras, unless additional work is specified once we have started. However the architect has usually guided low so therefore our cost looks high for the project, we offer a good service (full time foreperson whos sole role is to liaise with clients and communicate with our team, daily) high standard and quality finish and also like to keep the site clean (even more so if in someones house). However this counts for little as the majority of people only look at the bottom figure. (they then get charged extras by the lowest bid tenderer and find the cost comparable to us)

Phone operator - there is 3 of us in the office full time 8-6 mon-fri and 2 of us on mobiles and email at weekends.

Thanks again for the feedback.

Unfortunately that is a general issue with tendering. Experience says give them minimum spec that complies with what they're asking for, even if it's not the best thing to do. Then when you're at the award stage you can discuss extras and improvements etc

[technodup]

joshcowin said:

So I work for a small building company (Our projects range from 20k-1m), at present we have plenty of work and enquiries however after reading a few topics/threads on here its apparent that the way people go about purchasing/investing is changing.

It is, and it's where a lot of businesses are going to get a bloody nose because they can't see it, and by the time they do it'll be too late.

There are several of those types on the other thread quoted, so I'm sticking my neck out again here, although it's water off a duck's back to me.

First up the young generation don't use phones the way we do. I've got web designers at 22 who find it intimidating, they are so used to text, Whatsapp, etc they'll actively avoid making calls. So online is obviously massive. And to that end there are some major players entering the market which I believe will be a blessing for some but a curse to most.

One point about recommendations. In my experience (and I work with trades day in day out) 99% essentially wait passively until the phone goes. There is no proactivity bar possibly sticking a leaflet in next door whilst on a job. Stupid, yet typical. Word of mouth recommendations can be generated. Referral systems can be implemented. Pipelines can be created. IF you know how.

I'd echo the point above about females. It's true. Although I'd hesitate before spending a lot of time on Insta, it's much more popular with the young, who tend not to have the money for big projects.

There are some good points made above. If you want help to pull them into a coherent and productive marketing strategy which will make you money I'm available by PM.

As an aside and re the other thread I had a client phone this week asking if he should buy roadside billboard advertising (he does high end kitchens). I asked him some questions about his aims, and made a suggestion which will target his key consumers very directly at the right time, for very little money. He's been in kitchens 20 years and would never have thought of it in another 20. That's one client who's happy he's got a marketing consultant on hand to save him £6k.

And I still know nothing about kitchens.

[rdjohn]

For the professional builder, I believe the biggest problem is clients. They believe they have expertise, after all they have bought cars, or other high value items and not had problems. So they have high expectations, but can be sold a good price, or even a pile of BS and yet be unable to comprehend the risks they are taking. Or the fact that a huge percentage of the work might be sub-contracted to third parties who, in reality, the builder they are talking to might have very little control over.

The two areas I would suggest you concentrate on are referrals (site signage, vans, employees etc.) and architects and other building professionals. Someone searching online is probably fishing for information, or, at best, the cheapest price.