What a Strong Client Experience Looks Like Before, During, and After the Job
In relationship-driven industries like construction and home services, client experience can make or break your business. A strong experience doesn’t just happen; it’s carefully designed before, during, and after the job. Companies that excel in client experience report higher repeat business, more referrals, and better online reviews.
According to PwC, 73% of consumers say that customer experience is an important factor in their purchasing decisions. That means every interaction from your first phone call to the follow-up months later shapes how clients feel about your business.
Here’s how you can deliver a remarkable client experience at every stage of the project, along with practical strategies that can turn happy clients into raving fans.
Before the Job: Setting the Stage for Success
The first impression matters. The pre-job stage is all about building trust, setting expectations, and starting the relationship on the right foot.
Key Strategies:
Prompt, Personalized Communication: Respond quickly to inquiries. Personalize emails or calls to show you genuinely understand their needs. Tools like Building Raving Fans' long-term nurture email campaigns can help automate thoughtful follow-ups without losing a personal touch.
Clear Scope and Expectations: Provide detailed quotes, timelines, and project plans. Clients feel confident when they know exactly what to expect.
Social Proof: Showcase past project successes. Use your Raving Fans Reviews platform to highlight authentic reviews that build credibility.
Small Touches Matter: A simple handwritten note or welcome packet can set your business apart. Building Raving Fans offers automated gifting & appreciation programs that make this effortless.
Example: A remodeling company sending a small branded thank-you kit after the consultation often sees a 20–30% higher appointment conversion rate than companies that don’t.
During the Job: Delivering Consistency and Confidence
The project phase is where the client experience truly comes alive. Consistency, transparency, and respect are the keys to making clients feel confident in your work.
Best Practices:
Regular Updates: Send progress reports or photos. Apps and platforms can help automate updates without feeling robotic.
Respect the Client’s Space and Time: Arrive on time, follow safety protocols, and minimize disruption.
Problem Resolution: Mistakes happen. How you handle them matters more than avoiding them. Quick, proactive solutions turn potential complaints into opportunities for loyalty.
Capture Moments: Small gestures like leaving a personalized thank-you card on the site or giving a token of appreciation reinforce a positive experience. Scan-to-review QR code cards are a modern way to make it easy for clients to leave feedback immediately.
Example: A painting contractor implemented a daily photo log and weekly check-in emails for clients. The result? 95% of clients gave positive feedback on the communication process.
After the Job: Turning Satisfaction into Loyalty
The project isn’t over when the last nail is hammered. Post-job follow-up is critical for referrals, reviews, and repeat business.
Post-Project Strategies:
Immediate Thank-You: Send a handwritten note or small gift within a few days of project completion. Building Raving Fans’ automated gifting & appreciation programs make this scalable.
Ask for Feedback: Use scan-to-review QR code cards or your Raving Fans Reviews platform to gather testimonials while the project is fresh in their mind.
Long-Term Nurture: Stay top-of-mind with clients through periodic check-ins, tips, and exclusive offers. Long-term nurture email campaigns help maintain relationships months or even years after the job is done.
Celebrate Milestones: Anniversaries of the project, birthdays, or homeownership milestones are perfect opportunities for personalized outreach.
Example: A landscaping company that implemented a 6-month follow-up program saw 40% of clients request additional services or refer friends within a year.
Why a Strong Client Experience Benefits Your Business
Delivering exceptional client experiences isn’t just good manners; it’s smart business. Here’s why:
Increased Referrals: Happy clients naturally recommend your business to friends and family.
Stronger Online Reputation: Reviews influence new leads. Tools like the Raving Fans Reviews platform make collecting and managing reviews simple.
Higher Retention Rates: Clients who feel appreciated come back for future projects.
Reduced Marketing Costs: Referral business reduces the need for paid advertising.
Pro Tip: For more ideas on maintaining strong client relationships, check out Building Trust Through Customer Appreciation.
Small Steps to Make a Big Impact
Even small gestures can have a huge impact:
Handwritten thank-you cards
Personalized follow-up emails
Scan-to-review QR code cards for quick feedback
Seasonal gifts or check-ins
These actions reinforce that your business values the relationship, not just the transaction.
A strong client experience is a continuous process before, during, and after the job. By investing in thoughtful communication, personalization, and appreciation, you can turn one-time clients into lifelong advocates.
Explore how tools like Building Raving Fans’ automated gifting programs can simplify showing appreciation and collecting reviews.
Start creating unforgettable client experiences today. Schedule a demo with Building Raving Fans and see how you can increase referrals, reviews, and client retention with ease.
