One Customer Service Habit That Gets Repeat Work
In the trades, people think repeat business comes from having the lowest price or finishing the fastest. Wrong. The real driver? Proactive communication.
Sounds simple. Most contractors still don’t do it.
Why It Works
Clients hate uncertainty. If they have to chase you for updates, you’ve already lost points — even if the job’s going perfectly.
Proactive communication flips the script. You keep them informed before they ever have to ask, and that builds trust.
When they trust you, they call you back. And they tell their friends.
What It Looks Like in Practice
Before the job starts: Confirm start date, arrival time, and crew size.
During the job: Update them daily (or at key milestones) on progress and any changes.
If there’s a delay: Tell them as soon as you know, not after they’ve noticed.
When it’s done: Walk them through what was completed, and explain any follow-up steps.
It’s not about overloading them with info — it’s about staying ahead of their questions.
The Profit Link
Proactive communication:
Reduces misunderstandings that lead to rework.
Increases customer satisfaction scores (even if there were hiccups).
Creates a “they take care of me” feeling that turns into referrals and repeat jobs.
Happy customers aren’t just nice to have — they’re cheaper to market to, easier to work with, and more likely to approve profitable add-ons.
Bottom line:
Proactive communication is the cheapest marketing strategy you’ll ever use. No extra crew, no extra tools — just a consistent habit that keeps you top of mind when the next project comes up.