references - Contractor Talk - Professional Construction and Remodeling Forum

fourcornerhome · 04-16-2008, 09:26 AM

how do you guys handle your references? Do you contact past customers every time you need a referal,or just keep a list of all customers to hand over to your new client?How long past a job will you keep your customer on the list? I don't want to bother past clients with this but,some new customers require these references.

d-rez · 04-16-2008, 10:14 AM

I ask the client at the end of the job if I may pass their number on to others. I also reassure them I would never just come over without a call. Funny thing is, I have given out referrals, but no one seems to follow up. It seems people just want to know if I have satisfied past clients, but don't want to bother calling.

Alta · 04-16-2008, 11:10 AM

Ask really good customers for a testimonial, or you can write one for them and have them sign off on it.

kevjob · 04-16-2008, 03:53 PM

funny i was just talking with a past client who i give as a reference and no one has called her for a reference and we have sold 3 jobs where they dont even check our references!

nlgutters · 04-16-2008, 04:00 PM

We get asked every 2 out of 100 at most. i will usually give them the address but not name and number. I don;t think many call either.

rbsremodeling · 04-16-2008, 04:10 PM

I am asked for references occasionally but rarely are they checked. But if I do 50 jobs a year there are always those clients that stand out. They love to talk, they loved my work and think I can walk on water. I get about 5-10 of those a year. I ask permission to use them as references and have a sheet with about 15-20 on it I give it to HO before they ask for refences as part of my estimate/ proposal

DavidC · 04-16-2008, 08:17 PM

We hand a reference list to every prospect within seconds of entering their home. Usually right after shoe removal. The most common response is "Wow, no one else has ever done that for me."

The list is 2 pages, about 30 names, phone numbers, who refered them and brief description of what we did for these folks. Top of the list is longest term customers. Every customer on the list is asked for permission and advised that I push the fact that new customers should check with at least 3 on the list.

Most people still don't call but you've already set yourself apart from the crowd. But some do and that reinforces the idea that you are the one to hire.

Some customers actually call me to ask if I got the job after they got a call.

Good Luck
Dave

deckman22 · 04-16-2008, 08:34 PM

Most of my customers will say at the end of the job that if I need a referance they would be glad to give one. I make a mental note of those folks & use them if asked for references. Having done as many decks as I have there is usually someone nearby with a similar type job that I can use for a reference. If someone calls that wants a mobile home deck I don't give them a reference to someone that had a 50k deck built, but another customer with a mobile home deck & so forth.

samthedog · 04-18-2008, 12:32 AM

Quote:

Originally Posted by Alta

Ask really good customers for a testimonial, or you can write one for them and have them sign off on it.

X2

and see if you can put photos of the project on your website with the testimonial so prospective clients can see WHY your past clients are so happy.

**Ed the Roofer** · 04-18-2008, 10:47 AM

I use 2 reference lists for residential customers.

1st is left at the measurement call, with the most recent 75 names addresses, town, brand, style and color of shingle chosen.

2nd gets brought with me for presentation appointment. That one has over 2,000 names on it and is sorted first by town and then by street.

I can flip it open, usually after making a habit of flipping slowly enough through every page before I get to their town, to magnify the volume I have done for so many years. The, once on their section, I glance at the customers near or on their street.

Prior to arriving at the appointment, I review the job folders from the nearby customers jobs to get a more personal touch by remembering little details about those other jobs and bring those up while we are talking.

I also bring about 5 pages with about 40 testimonials written up by homeowners. I try to find 1-3 of them that had a similar circumstance to the current prospect and get them to fit into their shoes and identify with them.

How to get testimonials?

Give them a final end of job evaluation for customer satisfaction forma dn sit down with them while you are filling out the warranty papers and hand it to them and say; "Would you fill this out now please and hand them a pen right into their hand".

Hardly anyone even supplies 3 reference names, so this is a key factor in differentiating yourself to stand out amongst the other contractors lacking in their credentials and marketing skills.

Ed

marc · 04-18-2008, 04:59 PM

We update our list every quarter. It's over 2000 names and it's sorted by city.
I will also bring with me a specific list like (Siding customers in Salem, NH) or (Window customers in Medford, Ma.)
It's specific to their town and the service that they are asking for.
I will not give it to the prospect but I will let them look at it and write down addresses and phone numbers. We do this within 15 minutes of meeting the prospect.
I will also print out more specific lests for prospects like (Siding customers with Clay colored siding and white trim) or (Customers with Triple pane windows with Low E & Krypton) or (Customers with a three season sunroom) or (Customers with Tan colored sunroom)

It helps with the decision making or choosing colors.
I can give them siding customers that are at least 5 years old or customers in the past 6 months. Whatever they want we can give them. It just takes a very good person to enter all the specific info into the computer.