Do Customers Really Want to Text Contractors? (Yes - Here's Proof AND Templates)

Think about how you talk to your family and friends these days. Chances are, you’re texting a lot more than you’re picking up the phone. Your customers are no different.

If you’re hesitant, let’s look at the proof that customers really do want to text, why it works so well, and a few best practices to help you do it right in your home improvement business.

Plus, I’ll share some ready-to-use SMS templates John uses every day in his home improvement business that you can plug right into your contractor CRM. 

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Do Customers Really Want to Text Their Contractor?

Yes. Customers want to text you. 

On the podcast, John shared that more than half of his customers prefer SMS or texting over phone calls – even when they’re investing tens of thousands of dollars. That tracks with what we’re seeing across the industry. 

72% of consumers say they prefer that businesses text them over other forms of communication. Homeowners are busy. They don’t want to stop their day to answer a call, but they will reply to a quick text.

And it’s not just Millennials. Gen X and Boomers are just as quick to text. In John’s business, most clients are 45 and older, and they’re all texting. That means if you’re still relying on calls and emails, you’re already behind how your best prospects want to communicate.

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Why Customers Prefer Texting 

Homeowners aren’t choosing text by accident. There are a few clear reasons why they prefer it over calls or email.

Convenience. Customers can respond in the middle of their workday, during errands, or while shuttling kids around. They don’t have to carve out time for a phone call.

Speed. Texts get seen almost instantly. Compare that to email, which many people only check a few times a day. When you’re trying to capture a lead, those hours of delay can mean the difference between winning and losing the job. Find out more about the speed to lead difference.

Low pressure. A quick text feels easier to answer than a phone call where they worry about being “sold” right away. It gives the customer control over when and how they respond.

Familiarity. Texting is how people communicate with almost everyone in their lives – family, friends, coworkers. Customers want that same simplicity when they’re dealing with a contractor.

Bottom line: homeowners don’t just tolerate texting. They expect it.

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Best Practices for Texting Customers  

If you’re ready to make texting part of your process, here are a few rules of thumb:

• Keep it short and human. Skip the long intros and corporate language. One or two sentences is plenty.
• End with a question. Give them something simple to reply to—“Does tomorrow at 10am work?” works far better than “Call us back.”
• Automate, but sound personal. Use your CRM to send messages automatically, but make sure they look like they came from a real person. Include the rep’s name and keep the tone friendly.
• Mix up your timing. Don’t send every text at the exact same time each day. Try mornings, afternoons, and evenings to catch customers when they’re most available.
• Pair texts with email. Use texts to grab attention fast, then send email for the longer details like proposals or consultant bios.

That might feel strange when you’re selling $30,000 – $50,000 projects. Shouldn’t those conversations happen over the phone? But on a recent episode of Build to Win, my co-host John Kolbaska, owner of Windows & Doors by The Men with Tools, says the opposite. More than half of his customers prefer texting.  Get the exact SMS templates John uses in his window and door business to set appointments and keep customers engaged. We’ve put them together in a free download you can plug right into your contractor CRM. Download the templates here.

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Faster Replies, Stronger Results

At the end of the day, homeowners don’t want more phone tag or missed emails. They want quick, clear answers on their terms. When you give them that, they reward you with more appointments, higher close rates, and better reviews.

Builder Prime’s contractor CRM makes it simple: automated texting, clean follow-ups, and a customer experience that wins referrals and repeat business.

See it in action – book your demo today.