Satisfied Customers

By Robert Robillard on Contractor Advice


What YOU really want . . . in customer service is Satisfied Customers 

Satisfied Customers is something we try to achieve and is important for the professionalism in the remodeling industry.  Customer satisfaction is a topic we find fascinating and one that some contractors overlook.
Recently I posted a Customer Service Survey on my website.  These results will benefit contractors and homeowners alike.  Below is a breakdown of one section in the survey.

The survey asked people which type of home projects they recently hired a contractor for.

What Projects Hire A Contractor

  • 60% of the respondents had major renovations,
  • 40% had maintenance issues completed on their homes.

What One Thing Could This Contractor Have Done Better?

To answer this question respondents had to write in their answer.

  • 50% answered, “Nothing!”
  • 5 % answered,  “Responded sooner “
  • 10% answered, “Completed the project faster “
  • 5 % answered,  “kept to budget, finished the little stuff “
  • 5 % answered, “Better informed me of the progress of the job. I was rarely updated. “
  • 5 % answered, “More realistic time estimates”
  • 15% answered, “Better communication”
  • 5 % answered, “kept the project moving without large gaps of time between phases. “

Responding sooner, completing job faster, keeping better informed and keeping the project moving are organizational and scheduling issues that can be learned and developed.    Taking Steps to Be More Productive is fairly straightforward.

Communications And Organization Seemed To Be An Issue

The bigger and more complex the project, the more important it is to maintain regular communications with your contractor.  Inevitably, the unexpected will happen, but good communication will allow you to handle these issues quickly, and with minimal time and financial impacts.

Some contractors are not organized – PERIOD!


Sometimes the contractor does not explain or spell out the time needed to complete a particular renovation. . . of course that’s if everything works to plan.  Sometimes a project depends on several and up to 10 sub-contractors to complete. Snafus, scheduling nightmares and other issues always a possibility and usually a given.


Thoroughly planning your project in advance will allow for a much smoother process. Remember that adding new work during the project will cost extra time and money – so will changing your plan in mid-stream.

Select Fixtures And Appliances Early

Make your selections for fixtures, cabinets, counters, etc. early. This will help your project stay on schedule, saving time, money and last minute aggravations.

Finish The Little Stuff

I call this the “2% phenomenon.” For some bizarre reason a lot of contractors have difficulty finishing up the last 2% of a job.  My best contractor advice is to communicate well and  finish the job completely and you’ll get tons of referrals.

I suggest interviewing your contractor before hiring them, make sure you have a finish date in your contract, check with references regarding project completion, and ask the contractor about other on-going projects that may conflict with yours.

Is Quality More Important than Price?  Read this.

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About the author

Robert Robillard

Carpenter / Remodeler / Editor

Rob Robillard is “The Concord Carpenter” Rob is a builder, general contractor, carpenter, woodworker, and editor of Concord Carpenter and ToolBoxBuzz As a General Contractor and carpenter, Rob owns and operates Concord Carpenter LLC. A full-service remodeling and construction company. Rob is a recognized leader in home building best practices and a source for how-to information for building professionals. On this website, Rob covers all aspects of home construction, building science, home improvement, woodworking, remodeling, and some of the best product and tool reviews. Rob is in charge of our Tool and Product Review series - Concord Carpenter Videos where we post all of our tool reviews and video tutorials. Rob approaches remodeling and building construction with a pragmatic and problem-solving approach. He enjoys using his knowledge and experience to help and educate building professionals as well as DIYers on best practices in the construction and remodeling industry. He's a strong advocate for "raising the bar" in the construction trades and promoting the trades to youth. #BeAMentor #Green2Great Craftsmanship, quality, and pride guide his journey on this channel The Concord Carpenter's motto: "Well done is better than well said!" : Read more about Rob

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