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Control or even eliminate Construction Defect Litigation - People who respect and trust their builder will not sue. This, alone, makes Customer Service worth it. |
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Improve the quality of your product - Accurate and timely reports from Customer Service, the only group in most companies that ever sees the homes after the people move in, can identify serial product quality problems so you can prevent them. This, alone, makes Customer Service worth it. |
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Increase referral sales. The NAHB reports a national average of 35% referrals. We think it is closer to 8% to 10%, tops. Our clients enjoy referral rates up to seven times this rate. Referral sales improve incremental profits more than anything. |
| This, alone, makes Customer Service worth it.
These three goals happen when all the elements of Customer Service are in place. They do not happen by trying fluffy, nonsense programs that are so complex that they collapse of their own weight. Excellent Customer Service takes commitment and it takes these elements...
- Absolute support from top management
- A company wide understanding of the importance of Customer Service
- A committed and dedicated organization that is entrusted with the post sale environment, the most dangerous part of any builder's company
- Continuing training for the staff
- Excellent communications materials - If your homeowners manual is not of the same quality as your marketing materials, you are missing the point. If you think people do not read homeowners manuals, you have not seen our manuals.
- A software system to produce actionable reports and generate useful information
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