Ask anyone at Knowify how the product evolved, and they’ll tell you: through listening. Contractors using the software point out problems, and those conversations have shaped entire features.
That same mindset—treating customer feedback as fuel for growth—can transform how contractors and accountants operate.
In a recent episode of The Cost Codes Show, we dug into the processes that can make that transformation a reality.
When customers complain, it’s easy to get defensive. But feedback is data. If multiple clients are frustrated about scheduling, communication, or billing, that’s your roadmap for improvement.
Knowify’s team doesn’t just log feedback; they discuss it openly. Contractors can do the same by making time to talk to clients after jobs end. Ask what went smoothly and what didn’t.
In software, you can’t fix every request. You look for trends. Contractors should do the same. If one GC complains about slow billing, it might just be them. If five mention it, it’s a process issue.
Accountants can look for similar patterns in client work, like late invoices, poor cash flow, and job costing errors, and use those insights to create better systems.
The fastest way to lose trust is to ask for feedback and ignore it. At Knowify, when a suggestion leads to a change, they tell users about it. That builds loyalty.
For contractors, it could be as simple as saying, “We heard your concern about scheduling delays, so we’re switching to a new communication process.”
Feedback isn’t criticism. It’s free consulting. The best companies don’t avoid it. They build systems to learn from it.
Getting started with Knowify is easy. Get your free 14-day trial today.
