The past year has revealed a significant shift in how contractors buy building materials. Driven by economic pressure, labor shortages, digital convenience, and shifting jobsite dynamics, contractors are changing what they buy, how they buy it, and who they buy it from.
For suppliers and distributors, these behavioral changes have major implications for sales strategy, inventory planning, service models, and long-term customer relationships. Those who adapt are gaining market share — those who don’t are falling behind.
Here’s what we learned from the evolving behavior of contractors over the past 12 months — and how distributors can respond effectively.
1. Convenience Has Become a Primary Decision Factor
Contractors are stretched thin. They’re managing more projects with fewer people, under tighter deadlines. As a result, suppliers who make purchasing faster and easier are winning more business.
What We Learned:
Contractors increasingly prefer text, app, or online ordering over phone calls or walk-ins.
Self-service portals and mobile-friendly tools saw a surge in usage.
Distributors that enabled fast reordering and account access 24/7 gained traction.
Takeaway:
The easier you are to buy from, the more likely contractors are to make you their go-to supplier.
2. Buying Is More Transactional — but Loyalty Still Exists
While some contractor behavior has become more price- and availability-driven, there’s still a strong preference for suppliers who communicate well and consistently deliver.
What We Learned:
Loyalty is increasingly based on performance, not history.
Contractors are quick to try new vendors if their current supplier can’t deliver.
However, they stick with partners who reduce risk, deliver on time, and solve problems quickly.
Takeaway:
Loyalty is earned on every order. Consistency and responsiveness are your best retention tools.
3. Contractors Want More Product Guidance — Not Just Price
With rising material costs and evolving building codes, many contractors are looking for suppliers who can help them make better, faster material decisions.
What We Learned:
Contractors value advice on substitutes, availability, and installation support.
Distributors that educate customers about new products or alternatives add more value.
Builders want proactive insight — not just a price list.
Takeaway:
Be a knowledgeable partner, not just a source of materials. Your expertise differentiates you.
4. Flexibility in Delivery and Fulfillment Is a Key Expectation
Jobsites move quickly. If materials don’t arrive on time, the project stalls. Contractors now expect flexible delivery windows, clear communication, and real-time tracking.
What We Learned:
Distributors who offered scheduled delivery, partial shipments, or jobsite drop-offs were rewarded with repeat business.
Delays without communication were a leading cause of customer churn.
Delivery visibility — even a simple ETA text — improves satisfaction.
Takeaway:
Logistics is now part of the customer experience. Make it predictable, flexible, and visible.
5. Price Sensitivity Increased — But So Did Value Awareness
Inflation and higher interest rates made pricing more critical in buying decisions — but contractors weren’t always chasing the cheapest option.
What We Learned:
Contractors looked for value, including speed, service, and support.
Many shifted to mid-tier product lines that balance cost and performance.
Distributors that could explain long-term savings or jobsite efficiencies won business.
Takeaway:
Compete on value, not just price. Help customers make smart trade-offs that serve their bottom line.
6. Digital Touchpoints Became Integral to the Sales Process
Contractors don’t always want to talk to sales — but they still want information. Over the last year, more buyers used digital channels to browse, compare, and build orders before talking to a rep.
What We Learned:
Contractors expect up-to-date inventory, pricing, and product specs online.
Many quotes started from a website visit, not a phone call.
Email, SMS, and mobile ordering tools gained usage across contractor segments.
Takeaway:
Your website and digital tools are now part of your sales team. Keep them accurate, helpful, and easy to use.
7. Buying Behavior Shifted Based on Project Type
Contractors working on public, residential, or remodel projects had different needs — and different expectations.
What We Learned:
Public project contractors focused more on compliance and documentation.
Residential builders sought availability and speed to keep pace with compressed timelines.
Remodelers wanted flexibility and frequent small orders.
Takeaway:
Tailor your service model by contractor type and project profile. One size doesn’t fit all.
8. Contractors Are Vetting Suppliers More Carefully
Material delays over the past few years made builders more cautious. Today, they’re vetting vendors based on performance, communication, and capability.
What We Learned:
Reputations — good or bad — spread fast via contractor networks.
Distributors that invested in customer experience and communication saw stronger word-of-mouth growth.
Contractors are looking for long-term partners, not just fast transactions.
Takeaway:
Build your brand on performance. Reliability is now your strongest marketing channel.
Conclusion
Over the last 12 months, contractor buying behavior has become more digitally driven, efficiency-focused, and value-conscious — but also more selective. Contractors still value relationships, but they want those relationships to be backed by speed, transparency, and proactive service.
Distributors that recognize these shifts — and evolve to meet them — are strengthening their customer base and setting the stage for long-term growth.
