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: [email protected]



Readers may recall a study I did a few years ago attempting to identify the most reliable predictor of future new home sales activity.  The closest predictor turned out to be the Michigan Consumer

Some customers can be “impossible to please” (IP), but keep in mind, when open to the public, a home building company is exposed to all personalities within the public.  After all, that idiot that

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, but all leaders are readers.”  Such is the case with

This week's installment of Charlie Scott on Customer Satisfaction in Home Building questions how new houses are delivered to customers.  Admittedly this entry is a bit cryptic, and you will have to

Let me be straight - I am anti-Net Promoting Index (NPI) in the home building industry and this is why...

Pages

Overlay Init