While this post is written with home or landscape contractors in mind, this is equally relevant advice for any type of contractor who is going to work in/at someone’s home or business. As an interior designer I’m privileged to sit at the table during contractor job interviews with our clients and observe where things go wrong, and where they go right. From this we’ve compiled a list of the top seven ways contractors lose a project or blow it before they ever leave the room.
You might also look at this as the seven skills all great contractors master.
#1 Communication
A big contractor fail is on communication and follow-up. Articulate in your interview your capabilities with both. Communicate to confirm the interview and absolutely call before you are late to a meeting, not after the meeting time has passed. In today’s tech savvy world, people expect a response to an email or text within 48 hours. People appreciate follow-up when you’ve received information such as drawings or just to confirm a meeting. The client needs to know you are paying attention, in a client’s mind, if you are lax on communication where else are you lax?
Your website is a communication tool. If it is a blog, update it at least monthly. If it is a website make sure it is professional and up to date. Many people feel if someone doesn’t have a website, they aren’t keeping current with changes in their own industry. It may not be true, but today, some sort of online existence proves you’ve got your head in the current decade. Even Instagram helps.
#2 Eye Contact
People hire people. People hire people they feel a connection with. If you aren’t making eye contact, not on every sentence but if someone is standing right in front of your face, you will not connect.
#3 Talking Out Your Head
Please, don’t talk as an authority about things you aren’t schooled in. Spouting off vast opinions, especially the unqualified versions do not impress anyone. Unless specifically asked, it is risky giving your personal opinion on an item. On one hand you may insult someone. On the other hand you may falsely mislead someone.
A contractor comes to a interview and starts going off about roofing, something completely unrelated to the job or his qualifications. He spouts authoritative judgements on roof related items, what he doesn’t realize is roofing is the client’s business, something the client has received numerous accolades for. The contractor’s card was torn in half, before he left the building. Idiot, party of one.
Avoid making lots of statement which begin with “I” – a major communication mistake. Clients are hiring you for your professional expertise, not opinions. Just the other day when talking about cabinet handles a contractor corrected a client, “I personally would place them the other way.” Sorry Mr. Contractor, your personal likes and dislikes have no place here. It isn’t personal, don’t interject your personal opinions, it is a disservice to your client.
#4 Talking Too Much
Stop. It is an interview, answer what you are asked. Ask relevant questions and listen. It is this simple. Let the client lead the conversation.
Look to the client, if their eye’s are glazed over or are scrolling on their their phone – you’ve lost them. I can’t tell you how many times, even when client’s are armed with a list of pertinent questions, they are left without answers at the end of an interview, but to get clients is good to get the right marketing and the Tampa SEO experts like Get The Clicks can help you grow your business online.
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Want to really impress someone? Communicate, send a follow-up email asking the client if you answered all their questions and if you can answer any further ones.
#5 Listen
The way to a client’s heart is to listen. A client feels comfortable when you, as their contractor, become their advocate. When you are both on the same page this creates harmony you can’t put a price on.
I recently interviewed a contractor, when upon telling him the product we’d be using he went on and on about a competitor’s product. He wasn’t listening. He’s not my advocate.
You can disagree, have a different opinion, as long as you lead with a full understanding of the client’s position. Listening is how trust is developed. A client wants to trust you are going to make the right decisions for the job.
#6 Appearance Matters
While you don’t need to wear a suit and may have just come from a job site, arrive neat and clean. You want to inspire a client to feel comfortable, not scare them. As a contractor you are selling yourself, more than in many other lines of work, especially if you are going to work in someone’s home.
How you look also communicates your ability to keep a neat and tidy job site. When you are working at someone’s home or business, this matters and is one of the many Ways to Get More Roofing Leads.
Don’t walk in with your drywall dust covered jacket reeking of cigarette smoke or with a wad of chew in your mouth, and your ass crack showing when you bend over. And don’t wait to be asked to take off your shoes when entering someone’s house! (Not to attack anyone’s personal style, but face tattoos aren’t popular with little old ladies or people with young children.)
#7 Chauvinism
More often than not men can without meaning to, appear chauvinistic in their actions or words.
- Eye contact is key with women, look her in the eye.
- Women have often done lots of research before they interject, don’t assume they are ill-informed.
- Listen when a woman says no, she doesn’t like or want something, it isn’t an opening to convince her otherwise.
- Nobody likes to be talked down to.
This is where listening skills come in, some women and men understand basic building concepts other’s don’t. Speak to your audience, don’t dumb it down just because you are talking to a female. Likewise don’t assume because the client is a guy, he get’s it.
At the other end of the spectrum, guys, if you can’t view a female as an equal, don’t take the interview.
Time and time again we’ve seen contractors lose the job before the interview is over, often by failing at at least one of these skills. Being a contractor is no less professional than an executive. Yes you get to wear jeans to work but this doesn’t mean clients have lower expectations for your business skills. Mastering these skills will put you out in front of the competition. Clients hire people they feel comfortable with, the more proficient you are in your interpersonal and business skills the better chance you’ll have at getting the job and wonderful referrals.
