Customer Journey
The path someone takes from "I need a tradie" to booking the job.
The Tradie Take
The customer journey is like someone deciding to build a deck. First they notice their old deck is rotten (awareness). Then they Google "new deck cost" and look at photos (research). They compare a few tradies' quotes and read reviews (consideration). Finally they call the one who seems most trustworthy (decision). Your marketing should help at every stage, not just the last one.
Definition
The customer journey is the full process a person goes through from realising they need a tradie to actually booking the job. It usually starts with a problem (burst pipe, flickering lights, leaking roof), moves to searching for a solution, comparing options, reading reviews, and finally making a decision. Understanding this journey helps you show up at every step - not just at the end when they're ready to book.
How It Works
- 1 Awareness: Customer realises they have a problem (hot water's broken)
- 2 Research: They search Google, ask mates, check reviews, visit websites
- 3 Consideration: They compare quotes, read your content, check your credibility
- 4 Decision: They pick up the phone and call the tradie they trust most
Tips for Tradies
- Create content for each stage: "how to spot roof damage" (awareness), "roof replacement cost guide" (research)
- Make sure reviews and testimonials are front and centre - they're crucial at the decision stage
- Don't just focus on the last click - being there earlier builds preference