It’s Not the Service, It’s the Communication

In the service industry, a client often decides how their experience is going to go within the first five minutes. A warm greeting, a clear explanation, and a sense of trust went a long way.

Home services are no different. Think about it:

• A homeowner books a home inspection – do they receive clear instructions on how to prepare? A proper understanding of what will happen?
• A client calls about a repair – do they feel heard, or like they’re interrupting your day?
• A client calls to schedule business support – is the booking process clear and straightforward, or too overwhelming?

That first touchpoint isn’t just logistics. It’s trust-building.

People Want Clarity

Nothing frustrates people more than being left in the dark. If they think a home inspection is like the old Mike Holmes shows where he tears down a wall to check if the wiring is correct, they were seriously disappointed.  If they thought a home inspection would take 45 minutes and the inspector took his full 2 and a half hours, they were definitely annoyed.

In home services, as in all businesses,  communication gaps cost you business. If your client doesn’t know what’s happening next, when they’ll hear from you, or what’s included, they’ll start to doubt the process. Clear updates, even if it’s just “I’ll get back to you tomorrow,” make a huge difference.

Details = Professionalism

In business, the little details make clients feel taken care of. Nothing turns someone off like not being remembered. 

• I recently worked with a mortgage broker for a personal matter.  Every time I called them, they didn’t remember me.  They never took the time to check their notes – if they even kept any – and I will say I will never use them again.  I will also not recommend them. 
• A great service business will know their clients.  No one expects someone to actually remember, but having the right systems in place, mean your client feels important.  Not just a wallet on the other side of the call, email, text.

In business, the details are powerful:

• Keeping proper notes in your CRM- or building one if you don’t already have it in place
• Sending a polished, well-formatted contract instead of a messy PDF.
• Providing a clean onboarding document or set of instructions and expectations
• Following up with next steps before the client has to ask.

Attention to detail in your documents and communication shows you take their business – and their trust – seriously.

Follow-Up is Where Most Businesses Drop the Ball

One of the biggest lessons from service industries? The interaction doesn’t end when the service is delivered. The follow-up matters.

In real estate, inspections, or trades, a thoughtful follow-up builds long-term relationships. A quick check-in email, a resource guide, or even a personalized thank-you note can turn a one-time client into a repeat referral.

It’s not about being pushy – it’s about showing you care even after the transaction is done. Relationships outperform transactions every single time and in every business.