Customer Satisfaction

Charlie Scott has more than 25 years of hands-on homebuilding experience, much of this in senior management positions with an award-winning, nationally recognized Midwest builder. He credits a "Voice of the Customer" firm as instrumental in his homebuilding company's strategic growth and success. Today, Charlie is an owner of that "Voice of the Customer" firm – Woodland, O’Brien & Scott – and helps North American home builders grow their own customer-centric cultures, pursue operational excellence, and increase referral sales. Charlie is an internationally known customer satisfaction expert and has presented keynote addresses in the U.S., United Kingdom and India. Charlie also authored the book, “Construction Knowledge 101” to help builder personnel in all functions understand the nature of homebuilding. He would love to hear you from you at:

I have taken quite the respite from my blogging activities, despite statistics that showed a growing readership.  For whatever reasons, I felt the blogging juice just didn’t justify the squeeze.  I wrote of topics ranging from referral sales, to customer service, to ultra-marathon running in an a

Do you remember the last time you received a piece of personal U.S. mail (not counting bills)? According to a recent study, the average American receives a piece of personalized U.S. Mail every six to seven weeks – and this includes birthday, holiday and other family generated cards.

I read thousands of customer surveys every year – THOUSANDS!  This customer insight gives me a unique perspective on many home building topics, like today’s “Finding Your Special Agent 007s For Huge Sales Increases."

When I was part of a growing home building company we learned to be on guard for the newest “technology” coming down the pike that promised to revolutionize our home building business.

It is not a secret to regular readers that increasing a home builder’s customer satisfaction increases referral sales.  Many home builders blow away the 15% national average of referral sales and achieve 40-50%, by virtue of meeting the customers’ hierarchy of needs and having in place a respectf

The market bottom is clearly behind us, and this is validated by three very reliable indicators.  First, annualized home starts have more than doubled from the Spring of 2009.  Second, consumer confidence (and therefore builder confidence) continues an upward trend, and for regular readers, you k

Performance bonuses have been around the homebuilding industry for a long time.  Salespeople earn commissions and bonuses based upon their sales productivity, and Superintendents earn bonuses for their Quality, Budget and Schedule performance.  For the most part, customer satisfaction bonuses wer

Team sports analogies have long been used in home building for obvious reasons.  They both have the common component of individual performances that roll up into team results.  Home building is the ultimate team endeavor, made up of internal employees and external trade partners numbering into th


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