5 ways you can improve your customer experience

Customer experience isn’t just a nice-to-have – it’s what sets you up for the future. Research makes it clear too – great CX is what makes your business grow.

In the trade, reputation travels fast and often, it’s the little things that leave behind the biggest impression. That’s why it’s important to be mindful of the customer experience you deliver, because a solid experience will earn you repeat business.

Here’s how to make it work for you on every job

1. Leave the job cleaner than you found it
   It sounds simple but cleaning up goes a long way. 33% of UK homeowners say tradespeople leaving a mess is one of their top frustrations, according to a survey from Toolstation. That means dusting, removing waste and leaving the space tidy shows you take pride in your work and you respect your customer’s homes. Homeowners notice the care you take – not just in the installation but in how you treat their home.
   
   
2. Keep the communication clear
   84% of homeowners say showing up on time is the #1 sign of a good tradesperson. 51% say it’s politeness. CX isn’t extra – it’s expected – according to the HomeOwner Alliance’s Survey and TrustMark. Let customers know when you’ll arrive. Give them a heads-up on what’s happening next. A quick update mid-job shows your thinking about their time too. When homeowners are informed, they feel confident in you, which leads to recommendations.
   
   
3. Your team’s reputation matters
   67% of UK homeowners rely entirely on personal recommendations when hiring tradespeople, according to research by Checkatrade. Professionalism is more than tools and technique. Your polite hello at the door, taking off muddy boots in the house and taking five minutes to explain what you plan on doing gives homeowners peace of mind and makes them feel part of their project. Thoughtful actions like this stick in people’s minds.
   
   
4. Consider your finishing touch
   The finishing touches make you stand out. Half of UK homeowners say they’re more likely to recommend a tradesperson who goes the extra mile, even if the work was just alright, according to Checkatrade consumer research. Remember to give your clients a quick walkthrough of what’s been done. Leave behind a printed care sheet or your contact information. Let them know what to expect next.
   
   
5. Word gets around
   When customers feel looked after, they share your information. According to Buildertrend, nearly 55% of builders say over half their sales come from referrals – driven by clients who are satisfied with how the handover is handled. Your name ends up in local Facebook groups, WhatsApp chats and online reviews. Word of mouth is what people trust and want to share.

Great customer experience doesn’t just finish the job, it sets you up for the next one. When you focus on the details that matter to homeowners, you earn their trust and their recommendation.