Contractor customer servicedone for you, not software.
Contractor customer service is every interaction a homeowner has with your company that isn't the work itself - the first call, the appointment, the confirmation, the paperwork, the questions, the follow-up, and the final payment.
- Process
- Systems
- People
- Execution
Most contractors handle this off the truck, between jobs, and at night. It is the part of the business that quietly loses money: calls that go unanswered, proposals nobody follows, balances nobody chases. Blue Collar Infrastructure is the outside operation that owns it end to end, from the first call a homeowner makes to the final payment.
What does contractor customer service actually include?
Here is the complete list of what we own. It is bounded on purpose. If it is on this list, it is ours. If it isn't, it is yours.
- Answering the phone.
- Confirming the home is in your area.
- Booking the inspection.
- Confirming the appointment, all decision-makers.
- Locking how they're paying.
- Sending the one-option proposal.
- The signature and the deposit.
- Every update through production.
- Change-order calls.
- Chasing the final payment.
- Collections when the final payment doesn't come.
- QC issues.
- Callbacks.
- Stage moved and note written after every call.
Why do contractors lose money on customer service?
Because nobody owns it. The owner is selling. The crews are producing. The work between those two things - the call, the confirmation, the paperwork, the balance - gets picked up by whoever has a free hand, which usually means it gets picked up late or not at all.
None of that shows up as a loss on a job cost sheet. It shows up as a homeowner who went with someone else, a proposal that never got an answer, and a balance still sitting open after the crew left.
Is this software or is it people?
It is people, using systems. We are not a software product you operate.
We build the systems and then we run them. You do not log in, learn a tool, or hire somebody to keep it current. The work is done by our people on your behalf, and the system is the record of it.
Who does what once we start?
You build the job
- The inspection.
- The estimate and the price.
- Choosing the one option, with the homeowner.
- Your crews.
- Production.
We handle the customer
Everything on the list above, start to finish, with the stage moved and the note written after every call.
See the line drawn all the way throughThe standard the work is held to is published on our process page, and what it costs is published on our pricing page.