Customer Service For Home Builders

"Act as if you like your customer," says customer service expert Carol Smith. She shows builders and their management staffs how to make their home buyers' experience a positive one from initial contact through warranty service. Satisfied customers aren't born that way. They're created. A successful customer service program is one of the key elements in closing sales and getting referrals. You can increase sales by developing stronger customer service goals and organizing the activities necessary to reach them. Customer Service for Home Builders explores the fundamental customer service challenges that every service-oriented company faces: - staff - quality - documentation - internal communication - policies and procedures Carol Smith examines the sequence of a builder's relationship with home buyers and shows builders how to initiate service and successfully manage customers' experiences instead of just reacting to issues customers raise. In "Daily Operations: Working with Customers," she focuses on-- - expectations - preliminaries - customers and construction - new home delivery - warranty service The book --with its forms, checklists, documents, and resources guide- provides what you need to give your customer service program new life. It includes what you need to easily institute a comprehensive customer service program. Create satisfied customers every time with Carol Smith's industry-tested guidelines.

Presenting well-known tools and techniques, the Home Builder's Guide to Continuous Improvement provides important insights and necessary information to reduce cycle time duration and variation in order to improve quality and customer satisfaction and to minimize costs and accidents. Each chapter offers examples based on the authors' personal experience working with builders and trade contractors. Including figures and graphs to enhance the text, this book contains simple language, using residential construction industry terminology to improve understanding of continuous improvement concepts and practices. No previous math background is required, making it suitable for all levels.

With this book, home building professionals will learn how to build a rapport with prospective home buyers. Nowell's emphasis on questioning strategies and listening skills helps salespeople build relationships with potential customers and meet prospective buyer's specific needs.

Bigger Isn't Necessarily Better examines the performance and operation of the US homebuilding sector based on a detailed survey of large home builders conducted by the authors in the period of the great building boom of the 2000s. In contrast to the many books that have focused on the financial side of the housing sector prior to the Great Recession, the book examines the operational side of the industry and what did, and, more importantly, what did not, happen during the period of unprecedented growth. Despite the rise of very large, national homebuilders during the boom years from 1999 to 2005 and the consolidation of the industry that accompanied it, the authors find that major homebuilders often did not adopt innovations in areas ranging from information technology, supply chain practices, and work site management, nor improve their operational performance. Given this, the book discusses what homebuilders can learn from other industries as they face a challenging future.