Customer Satisfaction

Charlie Scott has more than 30 years of first-hand home building experience, much of this in senior management positions with an award-winning, nationally recognized Midwest builder. Currently, he's the director of Woodland, O’Brien & Scott for Constellation Homebuilder Systems. Scott helps North American home builders grow their own customer-centric cultures, pursue operational excellence, and increase referral sales. Write him at Charlies@woodlandobrien.com.



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 product and personnel scenarios are a reasonable proxy for the homebuilding industry.  How?  Read on.

The bottom of the market is clearly in and most builders know it, especially those that attended the International Builder Show (IBS) in Orlando, February 7-11th.  At IBS 2012, there were scores of great programs on red hot topics like Social Media Strategies, Marketing Must Dos, Lean

The idea of running a 100 mile race ten years ago was as inconceivable and foreign to me as the possibility of a 6 year real estate crash.  As it turned out, last month I got to experience both of these.

While making sales presentations to three of our four most recent prospective clients, we were hired on the spot – three times!  On the first two occasions, we did not have our start-up paperwork and consulting agreements on hand and ready to go.  We had become conditioned over the past three yea

“I hear and I forget. I see and I remember. I do and I understand.” — Confucius

Want an excellent book to read? Try Dov Seidman’s “How: Why How We Do Anything Means Everything... in Business (and in Life).”

Pages

Overlay Init