Homeowners today don’t just search Google and pick the first business that shows up. Instead, they move through a journey. They might read reviews, check out a company’s Facebook page, watch a video on YouTube, or even ask ChatGPT or Alexa for recommendations. This is the new normal, and home service companies need to keep up.
What the Modern Customer Journey Looks Like
Let’s say a homeowner notices a leak in their basement. They might start with a quick Google search, but that’s not the only step. They may next head to Facebook to ask their friends for suggestions, then hop on Instagram to look at a plumber’s before-and-after photos. Later, they might ask ChatGPT or Siri for the best-reviewed company nearby.
This entire process, called the customer journey, happens fast and across multiple platforms. To win that job, your business needs to be part of that journey from start to finish.
Why Being Present on Multiple Platforms Matters
If you’re only focusing on Google ads or your website, you’re only showing up for part of that journey. But if you have solid reviews, active social media pages, helpful videos, and a presence on AI-powered search tools, you’re more likely to build trust and get the call.
Even something as simple as replying to comments on Facebook or sharing a tip video on Instagram can make your business stand out.
“Homeowners are making decisions based on what they see across search engines, social feeds, and even AI tools,” says Don Marks of Superpath, a top home service marketing agency. “If your business isn’t showing up in these places, you’re losing to the ones that do.”
How to Support the Journey
Here’s how to meet homeowners where they are:
- Website: Make sure your site is fast, mobile-friendly, and answers common homeowner questions.
- Social Media: Share photos of your work, reviews, and behind-the-scenes videos.
- Video Content: A short walkthrough of a recent job can build trust quickly.
- AI-Friendly Info: Use clear language on your site and listings so AI tools like ChatGPT can find and recommend your business.
You don’t need a huge team to manage all of this. Just stay consistent and focus on being helpful, not just promotional.
Make the Journey Work for You
When a homeowner’s journey ends with your phone ringing, that’s a win. But it only happens if your business shows up early and often along the way.
Being part of the entire journey means building awareness, showing proof of your work, and creating trust. That’s how you grow, not just now, but in the future too.
