Why the Best Builders Put Experience at the Center of Growth

When most contractors think about growth, they think bigger: more jobs, more crews, more revenue. But in 2025, growth isn’t just about more. It’s about getting better.

The builders who are scaling well right now aren’t competing on price or speed alone. They’re winning because they’ve made client experience (CX) their foundation. Not as a side note, not as a marketing buzzword, but as the way they lead, operate, and deliver.

And that’s exactly what’s setting them apart.

The Construction Reality in 2025 and beyond

Let’s be real: this year hasn’t been a smooth ride for anyone in construction.

• Material costs are volatile (tariffs, shipping, supply constraints). JLL Construction Outlook 2025

• Labor shortages continue to slow projects across the U.S. AGC Workforce Survey 2024

• Markets are cooling—private nonresidential spending is down, and residential starts are under pressure. U.S. Census Construction Spending Data

• Clients? They’re more cautious, expect tighter bids, and demand more transparency than ever.

Margins are tighter, expectations are higher, and the old way of doing business, relying on referrals and hoping the process works itself out, just doesn’t cut it anymore.

The good news? Builders who prioritize client experience are weathering the storm better than most.

The Numbers Don’t Lie

Here’s why experience matters:

• 73% of consumers say experience is a key factor in purchasing decisions—second only to price. PwC Future of CX

• CX leaders grow revenue 80% faster than competitors who lag. SuperOffice CX Statistics

• Customers will pay up to a 16% premium for a better experience. PwC

• More than 50% of customers will leave a brand they like after just one bad experience. Zendesk CX Trends

• In construction, 72% of companies report growth after investing in client experience. Zipdo – CX in Construction

Translation: Experience isn’t fluff. It’s the difference between competing on the lowest bid and being the builder everyone wants to work with.

How to Put CX First — the Leyah & Co. Approach

Here’s the biggest mistake I see in construction: most companies build their internal processes first, if at all, and hope they add up to a great client experience.

But that’s backwards.

At Leyah & Co., we flip that script in our Client Experience Workshop. We “begin with the end in mind,” as Stephen Covey would say. Together with your team, we map the client journey from the very first handshake to the final handoff. Whether that journey has two steps or ten, it’s all laid out. Clients can see the full picture from the start, and that clarity alone creates trust and security.

Then, we back-engineer the process:

• What do we need internally to deliver each step flawlessly?

• Who’s responsible?

• When should it happen?

• What expectations need to be set?

This isn’t about turning your team into robots. It’s about giving them a playbook so they can deliver consistently while staying human. When you layer in intentional “wow” moments, those little touches that make clients feel seen, you transform projects into experiences people rave about.

That’s the difference between a satisfied customer and a loyal fan who tells everyone they know about working with you.

Why CX-First Builders Outperform

When builders lead with client experience, here’s what happens:

1. They reduce price pressure. Clear expectations and proactive communication make clients less focused on nickel-and-dime differences. They value peace of mind.

2. They get more referrals. Great experiences naturally turn into repeat work and word-of-mouth marketing.

3. They avoid costly mistakes. Miscommunication, scope creep, and disputes drop dramatically when the process is designed around the client’s journey and expectations are set early and often throughout.

4. They stand out. In a crowded market, reputation is everything. CX-first builders are remembered for how they made clients feel, not just for finishing the job.

What This Means for 2026 Planning

As you start building budgets and backlogs for 2026, here’s the truth:

You can’t control material costs. You can’t control labor shortages. You can’t control the economy.

But you can control the experience your clients have with you.

And in a market where trust is currency, that’s the lever that will protect your margins, strengthen your reputation, and fuel your growth.

A Final Word

The best builders I know aren’t just pouring foundations and framing walls. They’re building clarity, trust, and experiences that clients can’t stop talking about.

If you want to put client experience at the center of your business, but you’re not sure where to start, let’s talk. Or, download my free guide, 5 Steps to Designing a Stand-Out Client Experience. It’ll give you a head start.

Because growth isn’t about doing more, it’s about doing better, and CX is where it begins.