Five Ways to Connect With Customers to Build Long-Term Partnerships

Taking small but mindful steps now can help create long-term relationships with clients later.
By Emily Newton
March 5, 2024

Whether renovating a home or designing offices for a startup, every structure reflects those who work in it and become patrons of it. That is why construction professionals and contractors must connect with customers uniquely because their work is personalized. Communication is the crux behind long-term relationships in business.

How can industry professionals create technical masterpieces while investing in their clients meaningfully?


What is one of the most significant factors in solidifying a customer as a lead during the buyer’s journey? They want to believe an agency is the most authoritative and reliable. Several techniques exist to gain someone’s trust, but they all circle back to one pillar—education. If a contractor proves their experience, it is an easy way to gain a customer’s trust.

Shoppers are more likely to research a product or service in-depth because of the accessibility and breadth of information online. If a construction company offers knowledge to prospective clients without a paywall, they begin to develop a relationship before the first interaction. People have more agency and independence when they can make informed decisions, and that starts with publicizing and communicating industry information to visitors.

Consider how easy it felt to commit to a contract or buy a service when the seller expertly crafted a more intricate yet accessible pitch than competitors. The relationship becomes more customizable if consumers know they can come to a specific corporation for answers. Do they need a support system through critical and stressful decisions, or are they curious minds seeking advice? Education is the gateway to trust, leading to repeat customers.


Many people have satisfying experiences with contractors because they listen to their requests. Experts may assert developing long-term relationships with customers rests on listening to them word-for-word without questioning, but take listening a step further.

Connect with customers by learning their motivations, lifestyles and interests. Then, it’s possible to deliver the project of their dreams and more. Going above and beyond by interacting with clients more expressively earns contractors recommendations and high reviews.

For example, a client requests a storage solution for equipment similar to what they already have but larger in scale. However, the construction firm has noticed many workers squinting in the dimly lit conditions and struggling to reach high shelving. The client may not mention these nuances, but with attentiveness, the contractor can meet the request while improving the quality of life.


Contractors consider feedback in one capacity—asking for it. Enterprises want notes on pricing, material quality, personability of workers and long-term satisfaction to incorporate for bolstered business practices later. However, clients will be more satisfied with initial impressions if a company acknowledges how it has applied critiques in the past to execute the requested task in the best way possible.

If a client wants to make an office floodproof, bring up an instance where the corporation learned the bog-standard methods harmed more than they helped a previous client. Then, justify why a brand-specific methodology improved upon this to provide more security and happiness to customers.

Getting into this practice triggers an additional benefit for construction enterprises—continued transparency and honesty. The habit makes contractors more receptive to improvement instead of unintentionally tarnishing a long-term relationship by becoming upset over project changes or delays


How is the build doing one month from the finish date? What about a year later? Sending an email or calling the client to ensure the strength and quality of the project is essential for verifying two significant components of resilient B2C and B2B relationships. Collaborating with marketing teams to develop a comprehensive outreach strategy is ideal.

First, it verifies the customer still remembers the incredible work executed. Second, it confirms the skill and aptitude of the contractors. By evaluating these metrics, it is possible to keep work consistent.

A follow-up can involve more than a barrage of questions about the partnership. Clients do not want to feel interrogated, like they are part of a survey. It must be part of a conversation they can benefit from, so take some time to show appreciation during the check-in by reminding them how their project impacted the business and its contractors for the better. This underscores their involvement and influence.

A bonus opportunity may arise during check-ins, especially if the construction contractors have new equipment or services available they previously did not. Do they work with smart technology integrations? Are they offering sustainability consultancy? This is the prime time to reconvert customers who may have felt their relationship with the construction company was over when they have even more to benefit from in reality.


Contractors and commercial construction projects include a lot of digital and physical paperwork. At any point during the process, contracts, permits, insurance, regulatory standards, blueprints, budgets and countless other documents change hands. Clients want agencies with third-party accreditation before agreeing to an expensive construction project.

Making the language as easy to follow as possible while minimizing the cumbersome act of fumbling through document stacks is crucial for helping customers feel confident about the operation. This tip ties in directly with a mutual desire for transparency. Everyone wants to know if the construction project is legal and each party wants to know what they will be responsible for during the timeline.

Additionally, the fewer administrative hurdles business partners go through during the work, the more likely they will be to return to those services later. They associate particular organizations with headache-free and compliant-driven procedures. Why would they choose another brand with a strenuous contractual timeline, excessive meetings and disrupting audits? Corporations that streamline and simplify these aspects for clients as much as possible will certainly keep them as tenured customers.


Leaving a building mold-free or installing the perfect insulation could be enough to make a customer content. Still, construction services need contractors to go the extra mile to keep customers in the future. They must feel unique and cared for, as if a family friend were performing the job. Contractors and industry management must prioritize curating projects for clients to bring them more joy while boosting their standing in the sector ahead of the competition.

by Emily Newton
Emily Newton has more than four years’ experience writing industrial topics for the construction, manufacturing and supply chain industries.

Related stories

ICYMI: Highlights From ABC Convention 2024
By Grace Calengor
‘Satisfaction is code for ordinary’—and other takeaways from ABC Convention 2024 in sunny Kissimmee, Florida.
Tool Time: DEWALT's Grow the Trades Grant Program
By Maggie Murphy
DEWALT is helping develop the incoming construction workforce through its Grow the Trades grant program—which recently made a generous donation of tools to the ABC of Indiana/Kentucky Prep Academy.
Vision Kwest: Presenting ABC's 2024 Contractor of the Year
By Christopher Durso
Kwest Group was just supposed to be a regional player in northwestern Ohio. Twenty years, 350 full-time employees and $130 million in annual business later, the nationally known heavy contractor is ABC’s 2024 Contractor of the Year.

Follow us

Subscribe to Our Newsletter

Stay in the know with the latest industry news, technology and our weekly features. Get early access to any CE events and webinars.