Employee Satisfaction = Uh - Oh!
Many experts have said that it is unreasonable for a company’s leadership to expect their employees to take better care of their customers, than…
A Lesson Learned from the Builder of the Year
We can all relate to great leaders, but we may fail to note what makes them so. Harry Truman is quoted as saying, “Not all readers are leaders,…
Your house delivery = fast food or fine dining?
This week's installment of Charlie Scott on Customer Satisfaction in Home Building questions how new houses are delivered to customers. …
Customer Satisfaction: The Anti-Hawthorne Effect
Years ago, well after the huge productivity gains of the industrial revolution, employers still sought productivity improvement. In an effort to…
Customer Satisfaction = Thinking Outside The Box!
Every builder wants to have outstanding customer satisfaction, right? Our research shows that to accomplish the highest customer satisfaction …
Customer Satisfaction
Customer Satisfaction: IQ Versus EQ in Home Building
Home building is an extremely complicated business and as such requires very intelligent people and systems. Think about it for a second. To…
Home Building's Most Mismanaged Asset - Customers
A builder would never build, merchandise, and maintain a model without staffing it, would they? Of course not - this would be abuse of an asset…
Net Promoting Index = No Pertinent Information!
Let me be straight - I am anti-Net Promoting Index (NPI) in the home building industry and this is why...
When I was a manager/leader/owner…
Customer Satisfaction Blog - Vampires!
I often wondered why a consulting friend of mine wrote of his miserable air travel experiences, and now I get it. The airline industry, with its…
IBS 2012 – What you may have missed
The bottom of the market is clearly in and most builders know it, especially those that attended the International Builder Show (IBS) in Orlando,…
