Customers Satisfaction - Seven Tested Best Practices

By Brad Brickman, Constellation HomeBuilder Systems.

In today’s socially networked markets builders and remodelers cannot afford to have buyers that are not fully satisfied with their purchase.  I recently hosted a webinar by Rob Bowman, President of Charter Homes and Neighborhoods, who presented the 7 customer-centric practices that helped them, earn the 2011 National Housing Quality Award.  

I have provided some excerpt of the article published in last October’s Professional Builder Magazine (website link here). The article describes how customer satisfaction is more than great service and warranty — it’s about making the home-buying experience something truly special.   

If you are interested in viewing the webinar please contact me for details.  You can also visit our blog www.customerdiscussion.wordpress.com to view other great webinar presentations by Charlie Scott, Woodland O’Brien & Scott, Brooks Powell, Powell Homes, Chip Pennington of Shea Homes and many others.

Here is a snapshot of the 7 practices Rob presented that have the potential to make the biggest impact on your organization.

“To deliver a high level of teamwork, Charter Homes & Neighborhoods focuses on seven best practices:

1.     Layering and circling back. Communicating your confidence in the next team member that buyers will meet in the process and what to expect is “layering,” while asking about their experience with the team member in the process before you and finding out how it went is “circling back.”

2.     No blame and fix it fast. Speed wins when it comes to resolving a homeowner question or issue, regardless if the answer is what they want to hear or not. And never place or discuss blame.

3.     Teach quality. Take every opportunity to share with home buyers the special details and processes we use in building a quality home. While we shared it at the point of sale, we need to always give them facts to earn their confidence and let them know they made the right choice.

4.     Know the institutional message. When a home buyer has an issue or question, everyone on the team needs to know the same information, and provide the same answers. The message should be exactly the same story, told precisely the same way.

5.     Never quit. Bring an attitude of “never quitting on a home buyer” to the game every day. Separate the message from the messenger if you’re having trouble hearing or dealing with someone you perceive as difficult. The tough ones sometimes make us better, and we never want to think we can’t win them over.

6.     Be proactive. Always take the initiative to communicate with the home buyer, even if there is nothing other than good news or an update to share. There should be at least one call from the team each week.

7.     Own what you say. Ensure that anything you sell, say, or promise is a commitment you can make and will take personal responsibility for delivering. If you are ever unsure, let the home buyer know you’ll get back to them.”

Excerpt is from Professional Builder Magazine’s October 2010 issue, “2011 NHQ Award: Charter Homes takes customer service to a ‘special’ level.”