You're not just picking a GC. You're picking a partner.
When you're picking a general contractor for your project, it’s easy to get lost in portfolios, numbers, and sales pitches. Of course, experience, budget, and scheduling are important. But there’s one thing people often overlook that is the biggest differentiator: CUSTOMER SERVICE. Every contractor is trying to get your business, and on the surface, it can look like we all make the same pitch.
At Koester Construction, we hold ourselves to a high standard when it comes to providing a productive and positive customer experience. When choosing who to work with, we suggest doing your due diligence and asking the right questions to gauge whether prospective contractors can back up the clever words on their profile page. Below are the key identifiers that we think you should be looking for:
It’s About More Than Just Building Physical Spaces. Construction projects are complicated. There are constant decisions to make, details to track, and people to manage. You don’t just want a builder, you need a partner. A contractor who actually listens, keeps you informed, and helps resolve issues before they become problems. That kind of collaboration doesn’t come from technical skills alone — it comes from great customer service.
You’ll Be Working Together for a While. By the end of your project, you’ll have spent a lot of time with your contractor. Whether it's check-ins, walk-throughs, or punch lists, this is someone you’ll be communicating with regularly. It helps if they’re approachable, responsive, and easy to work with. You don’t want to be left in the dark or feel like you're chasing answers.
Good Communication Means Fewer Surprises. A contractor who values customer service won’t ignore or patronize you. They’ll give you updates, flag issues early, and make sure you know what’s happening at every stage. That kind of open communication helps keep your project on track and saves you from those “Wait, what just happened?” moments.
They Care About What You Care About. Every client has different goals. Maybe it’s hitting a tight deadline, working around your business hours, or building something that meets specific sustainability standards. Contractors who prioritize service will ask questions, listen, and actually care about delivering what you need — not just checking boxes on their end.
How They Treat You Says a Lot. A contractor’s customer service isn’t just about how they treat you — it also reflects how they run their team, manage subcontractors, and handle the entire project. A team that values communication and respect operates a smoother, safer, and more efficient jobsite. That’s good for everyone.
What Happens After the Project Ends? The ultimate measure of customer service happens once the project is “done”. Does your general contractor play the blame game or check out, or are they still around if you need help? Great contractors stand by their work. If something comes up, they’ll be there to make it right.
Wrapping up
Choosing a contractor isn’t just about the lowest bid or the most polished portfolio. It’s about finding a partner who will treat your project like it matters. That kind of customer service is rooted in core values and proven over time. Your choice of contracting partners sets the course for the success of your project. The right contractor won’t just build your project. They’ll make the whole experience better from start to finish. Want to work with a contractor who puts people first? Contact us to see how Koester Construction combines quality construction with a customer-first mindset.
Why Koester
We are a family-owned commercial general contractor based in Grimes, Iowa, serving clients throughout the country since 1985. Koester’s company purpose is simple: Achieve success by helping others succeed. We live this through every jobsite interaction, every budget discussion, and every partnership we form. Our vision is to build quality projects, lasting relationships, and great experiences, a vision that comes to life in every project we take on.