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In this episode of Hard Hat Chat, Justin Smith, CEO of Contractor+, and Gerritt Bake, CEO of Build PRO, tackle a question contractors debate constantly: is a CRM actually necessary, or is it just another piece of software that adds complexity?
Justin and Gerritt break down what a CRM really does in plain language and why disorganization quietly costs contractors more money than bad pricing ever will. From missed calls and forgotten follow-ups to scheduling confusion and lost jobsite details, this episode exposes how chaos sneaks into growing construction businesses and slowly eats away at profit.
Using real-world scenarios and relatable contractor stories, they explain how a contractor-focused CRM helps store customer history, track leads, manage crews, send estimates faster, and keep everyone aligned without relying on memory or sticky notes. The conversation also covers why CRMs are not just for large companies and why smaller contractors often benefit the most when systems are put in place early.
They dive into practical features that actually matter in the field, the dangers of overcomplicated software, and how follow-up automation alone can dramatically increase close rates. Justin and Gerritt also address common resistance from crews, how to encourage adoption without friction, and why professionalism today is defined by responsiveness and organization.
Whether you’re a one-man shop or running multiple crews, this episode delivers clear, no-nonsense guidance on when a CRM becomes essential and how to use it to reduce stress, improve customer experience, and scale without losing control.
🔧 In this episode, you’ll learn how to:
Justin and Gerritt break down what a CRM really does in plain language and why disorganization quietly costs contractors more money than bad pricing ever will. From missed calls and forgotten follow-ups to scheduling confusion and lost jobsite details, this episode exposes how chaos sneaks into growing construction businesses and slowly eats away at profit.
Using real-world scenarios and relatable contractor stories, they explain how a contractor-focused CRM helps store customer history, track leads, manage crews, send estimates faster, and keep everyone aligned without relying on memory or sticky notes. The conversation also covers why CRMs are not just for large companies and why smaller contractors often benefit the most when systems are put in place early.
They dive into practical features that actually matter in the field, the dangers of overcomplicated software, and how follow-up automation alone can dramatically increase close rates. Justin and Gerritt also address common resistance from crews, how to encourage adoption without friction, and why professionalism today is defined by responsiveness and organization.
Whether you’re a one-man shop or running multiple crews, this episode delivers clear, no-nonsense guidance on when a CRM becomes essential and how to use it to reduce stress, improve customer experience, and scale without losing control.
🔧 In this episode, you’ll learn how to:
- Decide if a CRM is right for your contracting business
- Stop losing leads due to missed follow-ups
- Improve scheduling and team communication
- Track jobs, photos, and customer history in one place
- Increase close rates with faster response times
- Reduce chaos as your business grows
- Build systems that protect profit and sanity
If running your business feels harder than it should, this episode will help you understand whether a CRM is the missing structure you need.
Creators and Guests
What is Hard Hat Chat: No-BS Construction Discussion with Justin & Gerritt?
Hard Hat Chat is your backstage pass to the gritty and sometimes mind-blowing world of construction. Hosted by Justin Smith, CEO at Contractor Plus, and Gerritt Bake, CEO at American Contractor Network, this show is all about keeping it real—no corporate fluff, no sugarcoating. Tune in each week for straight talk on growing a contracting business, avoiding industry pitfalls, and sharing the occasional “holy sh*t, did that really happen?” job site story. Whether you’re a seasoned pro or just getting your boots dirty, you’ll pick up hard-earned insights and a few good laughs along the way. Join us, throw on your hard hat, and let’s build something awesome.
Justin: Welcome back to Hard Hat Chat, the place where business meets the jobsite and tries not to trip over extension cords. I’m Justin Smith from Contractor+, and today we’re asking a big question: Do contractors really need a CRM? Or is it just one more piece of software collecting dust?
Gerritt: Dust is expensive nowadays, so hopefully not. But I get it. A lot of contractors hear CRM and think too fancy, or I already have an app. It’s called my brain.
Justin: Which is usually the same brain that forgot to call back Mrs. Thompson about her kitchen remodel.
Gerritt: And now she’s cooking in a half-demoed kitchen wondering if you died.
Justin: So let’s define it in plain English. A CRM is a place to store customers. A record of every conversation. A hub to manage leads and jobs. A tool to improve communication. A way to track revenue and scheduling.
Gerritt: It’s the memory and organization system every contractor wishes they had… until they actually have it and go, holy crap, I needed this my whole life.
Justin: And the beauty of a CRM like Contractor+ is that it’s made specifically for contractors — estimating, invoicing, scheduling, materials, team permissions. All in one spot.
Justin: Let’s hit the real problem first. Contractors lose more money from disorganization than from bad pricing.
Justin: Missed calls. Forgotten quotes. Losing customer history. Misplaced photos. Double-ordering materials. Crew showing up at the wrong job.
Gerritt: Nothing hurts worse than driving 40 minutes only to learn the homeowner is on vacation because nobody updated the calendar.
Justin: Except maybe showing up to the wrong house and accidentally painting the neighbor’s fence.
Gerritt: They still didn’t pay. Rude.
Justin: Let’s share a case study. Meet Nate. Great handyman. Terrible paperwork guy.
Gerritt: Nate the Great… at forgetting.
Justin: He kept everything in texts and sticky notes. If a customer didn’t respond for two days, they were gone forever. Not because they said no — but because he simply forgot to follow up.
Gerritt: It’s not that contractors don’t care. They’re just slammed.
Justin: Nate tried Contractor+ CRM and suddenly every lead was stored automatically. Automated SMS follow-ups. Team visibility for everyone. Notes instead of memory gaps. Scheduling built in.
Justin: Result? Forty percent more converted leads. Less chaos. More weekends free.
Gerritt: CRM didn’t change Nate. CRM protected Nate’s brain.
Justin: Now the big misconception. CRMs are only for big companies. Wrong.
Justin: CRMs are most valuable when you’re growing, juggling multiple customers, want repeat business, and want to look more professional.
Gerritt: If you’re still on pen and paper… your competitors thank you.
Justin: Contractors usually say I only have a few clients. Most of my jobs are referrals. I remember who needs what. Tech is confusing.
Gerritt: And then suddenly they have 20 clients, referrals from referrals, numbers from neighbors, and everything collapses faster than a house with no cross bracing.
Justin: Growth turns chaos into crisis if you’re not ready.
Justin: No CRM. Customer calls. You write the name on scrap paper. Paper becomes a coffee coaster. Customer calls someone else.
Justin: With CRM. Customer call is logged. Contact info stored. Lead stages tracked. Reminders auto-set. Quote sent instantly.
Gerritt: Organization equals money. Chaos equals stress… and broke.
Justin: Contractors who respond within one hour are seven times more likely to win a bid.
Gerritt: Seems like speed is better than slow. Who knew.
Justin: CRM equals speed. Speed equals win more. Win more equals better trucks, bigger crews, more tacos.
Gerritt: Tacos are life’s true ROI.
Justin: Readiness checklist. If you’ve said yes to any of these, you need a CRM.
Justin: Missing calls or messages. Forgetting to follow up. Customers asking for the same info twice. Losing jobsite photos. Scheduling chaos. Wanting to grow without chaos.
Gerritt: If they said yes to all of those and still say I’m fine, they’re lying to themselves.
Justin: And to their customers.
Justin: Humor break. Why did the contractor bring a CRM into the jobsite?
Gerritt: Let me guess.
Justin: Because Call Me Maybe wasn’t working anymore.
Gerritt: And now everyone has that song stuck in their head.
Justin: Before we wrap Part 1, when is a CRM unnecessary? If you only do one job every few months. Plan to stay tiny forever. Don’t care about tracking revenue or customers.
Gerritt: In other words, you already retired and didn’t tell anyone.
Justin: Growth requires systems. Systems require tools. CRM is step one.
Justin: Coming up in Part 2. CRM features that actually matter. Crew communication. Follow-up automation. Real case studies. Pricing. Adoption strategy. CRM plus AI.
Gerritt: And we’ll answer the real question. Will my crew actually use it?
Justin: Stay tuned.
Justin: Welcome back to Hard Hat Chat. Is a CRM worth it?
Gerritt: Spoiler alert. Yes.
Justin: Real features contractors need. Lead tracking. Scheduling. Jobsite photos. Estimates and invoices connected. Payments tracking. Task reminders.
Justin: Fluff features. Animated dashboards. Corporate buzzwords. Buttons that do nothing.
Gerritt: If it doesn’t help get work done faster, delete it.
Justin: CRM fixes communication breakdowns. Wrong address. Wrong materials. Wrong day. Wrong customer.
Gerritt: I once saw two crews show up to the same house. Turns out neither was right.
Justin: CRM creates one source of truth.
Justin: Follow-up automation matters. Eighty percent of sales require at least five follow-ups. Forty-four percent of contractors stop after one.
Gerritt: That alone prints money.
Justin: Customer history turns you into a professional powerhouse.
Justin: Fictional case. Laura from Sparkle Clean Painting. After CRM, lead conversion up thirty-five percent. Weekend calls down fifty percent. Ticket size up eight hundred dollars.
Gerritt: Stress down like a ladder tossed off a roof.
Justin: CRM must be mobile friendly, simple, fast, invisible.
Gerritt: Tech that adds friction is worse than no tech.
Justin: CRM protects revenue. Reveals profit leaks. That’s ROI.
Gerritt: One saved job pays for years.
Justin: CRM helps referrals, repeat work, seasonal reminders, reviews.
Gerritt: Overkill is not using a CRM and pretending chaos is normal.
Justin: CRM is business structure.
Gerritt: And structure is success.
Justin: Don’t wait for chaos to force organization.
Gerritt: Tacos taste better when CRM handles paperwork.
Justin: Final takeaway. CRM is oxygen.
Justin: That’s a wrap on Hard Hat Chat. Keep building smarter, keep winning, and keep your CRM in your pocket — not your sock drawer.