Business Handbook (Part 4): For craftsmen and builders – how to gain the trust of foreign clients

There are over 10,000 apartments in Bansko owned by foreigners (English, Irish, Israelis). All of them need repairs, cleaning and maintenance.

However, owners constantly complain in Facebook groups: “I can’t find a reliable craftsman”, and local businesses say: “Foreigners are difficult customers”.

The truth is that the problem is not a lack of skills, but communication and trust. This guide is for every local entrepreneur who wants to successfully work with this huge market.

1. The trust problem: Why are they afraid?

Foreigners in Bansko have often been lied to. Stories about “the handyman who took the money for materials and disappeared” or “the repair that was supposed to cost 2,000 leva but ended up costing 5,000” are legendary.

How to break the stereotype?

Transparency: Never quote a price “on sight.” Give a written quote (even if it’s on Viber) that describes labor and materials separately.
Photos: When the client is not in Bulgaria, the photos are your proof. Send “Before”, “During work” and “After” photos. This reassures the client that the work is going well.

2. Communication: You don't have to be Shakespeare

The language barrier is a big obstacle, but in the era of Google Translate, it is surmountable.

Write, don't talk: Avoid phone conversations in broken English. Communicate in writing (WhatsApp, Viber, Email). That way both parties can translate the text calmly and you have black and white what you agreed on.
Be punctual with time: In Western Europe, “I’ll be there tomorrow” means “tomorrow at a specific time.” In Bulgaria, it often means “sometime this week.” If you’re running late, write. This is the most important sign of professionalism.

3. Standards: What does a foreigner expect?

Understandings of "done" may differ.

Purity: For the English client, the builder has not done his job if he has left construction debris or dust behind. Include “cleaning and waste disposal” in your price. This is highly appreciated.
Invoices: Many owners have businesses or are simply used to accountability. Issuing an invoice (or at least a clear receipt) is a must if you want to be recommended to others.

4. How to become a “Recommended Partner” (Trusted Partner)?

The best advertising in Bansko is the recommendation in groups like Bansko Notice Board. Here's how to get there:

Create your portfolio: Create a Facebook page with photos of completed projects. No need for an expensive website.
Request a review: When the client is satisfied, ask them to write a recommendation in the group. One positive review from an Englishman guarantees you work for the entire season.
Warranty: Give a guarantee on your work. If something leaks in a week, come back and fix it for free. This gesture is remembered for a long time.

5. Specificity of mountain construction

You know the climate in Bansko better than they do. Consult them.

Foreigners often want solutions that work in Spain but not here (e.g. external pipes without insulation).
Patiently explain to them why pipes freeze and why cheap latex will mold from condensation. When they see that you have their best interests at heart, they will trust you completely.

Conclusion of the Business Handbook Bansko is a unique place for business – a small town with an international clientele. Success here does not depend only on low prices, but on the ability to adapt to the high demands of tourists and investors.

Be correct, be professional and the work will find you.