Best way to compete as a new excavation contractor

How does one go about getting work and competing against others who have been in the industry for what seems like forever? I had no reservations about my ability as an operator, but I lacked the experience and equipment that it felt like potential customers wanted/needed. Why would people choose Site Right Excavation versus the competition? If you are starting your own business, you may have the same questions that I did. We decided to concentrate on one major area, communication.

When we were building our own home we had excellent contractors who did great work, but lacked in communication. We were building our first home. The contractors had been building homes for years. The most important job, according to the customer, is their job. Our house was no different. This experience reinforced to us that we needed to border on over communication.

When a customer reaches out to you looking for a quote you need to be quick to respond. First impressions always matter and are the most important. We make it our goal to answer the phone whenever it rings. Likely, the customer is going through a list of contractors on google and if you don’t answer they will move on to the next. You may never get that opportunity again. Make sure you answer all and any questions that the customer has during this first conversation. You work for the customer and not the other way around. In that first conversation try to lock in a time to go out and look at their job. No matter how busy you are make sure you get them an estimate back in a timely manner and let them know when to be expecting it from you. After I send out an email estimate I make sure to text the customer and let them know that I have sent one over for review. Be sure to let them know you can provide clarity on any portion of the bid if needed. Also, during this process make sure to outline to them potential problems that you can see with job. In excavation work rock and wet soil conditions are two pain areas to keep in mind.

Another important step in this process is letting the customer know when you would be available to do the work and how long you expect it to take. This is where you may be able to separate yourself from the competiton as well. You are just starting out and may not have nearly as full a schedule. Even if you are booked out, let them know that as well. I always try to have a projected start date to provide the customer with. Remember, that their lives are busy and they don’t want to be wondering for weeks when you are going to show up. Your work may be the first domino in the process for them. Make sure that their project gets off to a good start. Hopefully your quick response and competitive bid help you win the project.

The work is secondary to the experience that the customer has with your business. If you are starting your own business I assume that you are more than competent at performing the work. Make sure the customer experience is so good that people can’t help, but talk about it. People hire you because you are the expert on the subject. Focus on educating the customer on what you are doing and why you are doing it. If there are any problems that come up during the job let them know. Assure them that you have a solution to the problem and outline it for them. Hopefully in the initial meeting you communicated the potential for this problem to arise. Now you are just letting them know that is has become a reality.

After you have completed the project the communication does not end. It is at this point that I usually ask them to fill out a google review or encourage them to let others know about us if they need work done. Each customer becomes an advertiser for your business. Remember to check in with the customer on the project and if it is performing as they expected, or if there are any issues that need attention. If you installed drain tile in a wet area of someones property check back with them after heavy rain to be sure it worked. Hopefully it has worked and you can share in their exciement at the solution you provided.

The project that you do for a customer is an experience. Focus on making that experience the best that it can be for the customer. Always put yourself in their shoes and provide the type of service and communication that you would expect. Your main focus needs to be customer experience. Don’t get so busy with the work that you forget people are the ones paying your bills.