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]



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 wer

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

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 a

“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...

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