How Small Contractors Win Big with Customer Service: Lessons from Dave Rossberg
- Construction Champions Podcast
- Aug 4
- 3 min read
Forget the blueprints. Focus on the customer.
Dave Rossberg’s journey from Navy submarine officer to general contractor to business coach reads like a blueprint for reinvention and his number one lesson for construction business owners?
Customer service is everything.
On this episode of the Construction Champions Podcast, Dave joins host Ron Nussbaum to unpack how small contractors can thrive in an industry that’s rapidly changing. From government bids to private equity takeovers, Dave’s seen it all and he’s here to share how the little guys still win big.
From Nuclear Subs to Nail Guns
Dave didn’t grow up in the trades. His background is as far from a jobsite as you can get, he spent years running nuclear submarines in the Navy. That military discipline followed him through tech startups, government work, and eventually his own general contracting business.
"In every one of those roles, the most valuable skill wasn’t technical, it was communication," Dave says.
It’s no surprise then that when Dave turned to coaching, he focused on what contractors often overlook: how their business operates behind the hammer.
Why Most Contractors Miss the Mark
The problem with many construction businesses isn’t talent or effort, it’s structure.
Systems are built around the owner, not the client
Marketing is reactive, not relational
Customer service is an afterthought, not a strategy
Dave sees a better way. "You don’t need more software or a bigger team. You need to treat your customer like they matter, every time, at every touchpoint."
The Coming Storm: Consolidation
Dave warns that the industry is shifting rapidly. Private equity firms are buying up trades businesses, rolling them into larger platforms. If you’re a small contractor trying to compete on price or size, you’re going to lose.
But there’s hope: service beats size.
"No one can out-service you. That’s your edge. That’s your moat."
In a landscape where consolidation is stripping away personality, the contractors who win are the ones who create a memorable experience, not just a finished job.
Build Systems That Serve the Customer
A key theme in Dave’s advice: systems are not about you, they’re about the customer.
Whether it's scheduling, billing, communication, or follow-up, your backend should be designed to:
Reduce friction for the customer
Increase reliability and trust
Deliver a seamless experience from first call to final walkthrough
If your systems only work when you are there to run them, you don’t have a business, you have a bottleneck.
The Mindset Shift: From Worker to Leader
One of Dave’s most powerful insights is the mindset change required to lead a successful company:
"You’re not just doing the work. You’re building the machine that gets the work done."
That shift from craftsman to business operator, is the turning point for most struggling contractors. Dave breaks down how to make that leap by focusing on:
Leadership development
Communication habits
Clear company values
Intentional client experience design
Final Takeaway: Focus on the Human Element
It’s not about fancy tools or logos. It’s about showing up, doing what you say you’ll do, and treating people right.
"Your customer doesn’t care how many jobs you’ve done. They care how you make them feel during their job," Dave says.
If you’re a contractor, builder, or trades pro looking to build a company that lasts this episode is your wake-up call.
Ready to Elevate Your Customer Experience?
BuilderComs helps contractors like you streamline communication, simplify job management, and serve clients better than ever.
Learn more at www.buildercoms.com
Guest Info:
Name: Dave Rossberg
Email: dave@davidrossberg.com
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How Small Contractors Win Big with Customer Service: Lessons from Dave Rossberg
construction business coaching, customer service construction, small contractor success, Dave Rossberg, trades business growth, BuilderComs, private equity construction, contractor mindset, construction leadership, service-based business
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