Business Predictions and Trends for 2020

2020 Business Trends Every Home Service Company Should Watch

Reading business predictions can be nerve-wracking. It doesn’t take long to notice that many articles contradict one another. However, several consistent themes continue to appear across industries — not just in home services. These trends are especially relevant for plumbing, HVAC, electrical, and mechanical contractors.

Here are the key business trends that deserve your attention.

Customer Service Will Define Competitive Advantage

Customer service continues to top every prediction list — and for good reason.

Today’s customers expect:

• Personalized interactions
• Faster response times
• Multiple communication options
• Extended availability
• Seamless digital experiences

Automation will continue shaping how companies deliver service. That makes ongoing staff training and process refinement essential.

One important reminder: don’t neglect your existing customers. Loyal customers are often your strongest marketing asset. Find creative ways to thank them, stay in touch, and keep your brand top of mind.

Online Reviews Will Matter More Than Ever

Consumers are increasingly hesitant to hire companies without reviews. A lack of reviews can hurt trust before you even get the chance to speak with a prospect.

User reviews are one of the most cost-effective marketing tools available.

Marketing trends show that quality over quantity will dominate. Instead of pushing generic content, focus on:

• Detailed customer testimonials
• Case studies
• In-depth reviews
• Educational whitepapers

Actively managing your Google reviews and consistently requesting feedback from satisfied customers can significantly impact conversion rates and brand credibility.

The Rise of the Gig Economy and Remote Workforce

Virtual, remote, distributed, freelance, gig — while the terminology varies slightly, the trend is clear: flexible work arrangements are expanding.

Many contractors initially assume this doesn’t apply to them. But think beyond technicians.

Examples include:

• Using delivery services to transport parts directly to job sites
• Hiring remote dispatchers
• Outsourcing customer service or appointment scheduling
• Contracting freelance administrative support

One contractor reduced vehicle expenses, insurance costs, and wear-and-tear by outsourcing parts delivery instead of running a dedicated vehicle.

You don’t always need staff physically present in your office to handle tasks like scheduling service agreements, making follow-up calls, or managing administrative workflows. Embracing remote talent can give you access to skilled professionals you might not find locally.

Cybersecurity Is a Growing Threat to Small and Mid-Sized Businesses

Cybersecurity is no longer a concern reserved for large corporations.

Risks include:

• Email phishing scams
• Software vulnerabilities
• Social media communication breaches
• SMS text message attacks

Small and mid-sized businesses are increasingly targeted because they often lack strong security protocols.

If you do not have a cybersecurity plan, implementing one should be a priority. The Federal Bureau of Investigation (FBI) has published updated cybersecurity best practices to help businesses strengthen their defenses.

Protecting customer data and financial information is not optional — it’s a necessity for maintaining trust and operational stability.

Industry-Specific Trends in Home Services

Beyond broader business trends, several issues remain top of mind within the home service sector:

1. Smart Home Integration

Smart home technology continues to evolve, influencing HVAC, electrical, and plumbing upgrades.

2. Hiring and Retaining Skilled Talent

Competition for qualified technicians remains intense. Companies that prioritize culture, training, and career development will have a competitive edge.

3. Water and Air Quality Concerns

Growing consumer awareness around indoor air quality and water safety is shaping purchasing decisions. Contractors are often the first to see how these concerns impact buying behavior.

Being on the front lines gives you a unique advantage — you can anticipate customer needs before competitors react.

Final Thoughts

While predictions may conflict, these consistent themes are clear:

• Elevate customer experience
• Leverage reviews strategically
• Stay open to flexible workforce solutions
• Prioritize cybersecurity
• Adapt to evolving industry demands

Businesses that proactively address these trends won’t just survive market shifts — they’ll position themselves to lead.