Build Customer Connection

2:57

22:30

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At 2:57 in

My Top 3 Customer Fails (So You Don’t Repeat Them)

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What happens here

Contractors should prioritize getting to know their customers on a personal level. The speaker suggests a '20-minute rule,' where workers spend 20 minutes each day talking with the client about non-job-related topics, such as their family, hobbies, or personal interests. This builds rapport and trust. In some cultures, it's customary to spend hours getting to know a family before business discussions. When clients feel connected and comfortable, they are less likely to complain about minor issues because they see the contractor as a trusted partner rather than just a service provider. This personal connection is fundamental to a good client relationship and higher close rates.

Goal: This step stresses the importance of establishing a personal connection with customers, beyond just discussing the job. Building rapport can significantly improve client satisfaction and reduce complaints.

What they say

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nice connection with them. Yeah. [Music] Yes. First and then Yeah. Then we you know hey what are you what are you looking to do here? You know just it it just feels natural to just that's a key element. In Costa Rica whenever we were doing land development it was customary to spend 1 to two hours with the family. So, if we were going to go buy somebody's farm, we It's not about, hey, we've got $60,000, $100,000. How many acres do you have as a developer? None of that was on the table in the very opening. You talk about soccer, you talk about tradition, you talk about how long the property's been in the family, you would make a connection that that was customary in that culture before they would even consider doing that. And I I brought that to the to the cities and intentionally I did, but he did it naturally. He's great at just trying to connect with a customer and getting a real good vibe for what they want and what makes them tick. You just do it very naturally. [Music] Yeah, it helps. It helps to just that that type of communication with them. I I enjoy it actually. So yeah, you know. Yeah. And we also have the 20-minute rule on our jobs. And the 20-minute rule, I always said I I had a hardest time with Blaine, who was a little bit of an introvert with the 20-minute rule. Timmy, I I had a hard time with Timmy on the 20-minute rule, the opposite way. But the 20-minut rule was I always liked my guys to spend 20 minutes with the customer per day just talking. Not about the job, not about anything. Just if you could take 20 minutes to connect with that customer every day, your complaints go way down because it's imagine if like one of your grandkids came out or one of my grandkids came out or your kids, your nephew, whatever, did a job for you. You're not going to chew them out because you're connected to them. You're you may have some concerns, but if they don't know you from Adam and they don't like the way you got that boulder placed, well, you're not their friend, right? you're the guy that put the boulder in the wrong place. But if you spent over the course of a week, 20 minutes a day or one hour bsing with that person and they know where you go to church and they know what kind of food you like to grill and you know all stuff about them. They're going to look at your boulders and stuff like that and they're just going to go, "Yeah, remember when you put that in wrong, Bill?" Or they or they come out like, "Hey, can you move the boulder around the…

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