Last month, I attended NAHB’s midyear meeting in Miami and had the pleasure of sitting in on a presentation by Daniel Swift, president and CEO of Des Moines-based architecture group BSB Design.
As the home building industry becomes increasingly competitive, our attitude toward customer satisfaction will need to change. Whereas it used to be a major advantage to have satisfied customers, it is now a requirement. The best home builders create avid customers — a source of differentiation you need to thrive in the competitive market.
Excellent performance is the result of an excellent process. Take a look at great sports teams. They are hailed for executing the basics at levels higher than the competition, and the best teams always seek ways to get better. They also have leaders who use process improvement to push the team to higher performance levels.
T.W. Lewis' excellent customer loyalty ranking helps make it No. 3 out of 41 on the list of top performing builders in the Phoenix market as a higher-end luxury production builder. Homes range between $500,000 and $850,000. The builder delivered 350 homes in 2005 and another 330 are expected by 2006's end.
Shea Homes ranks number four on the list of top performing builders in the Phoenix market. Shea builds homes in a variety of price points, ranging from $200,000 entry-level homes to $1 million luxury houses.
Farnsworth Development has truly set itself apart as a company that uses customer service to thrive in a hyper-sensitive market. The secret of the company's success is a caring and customer-focused company culture.
With a presence in 54 markets throughout the U.S., Pulte is the largest home builder in North America. In Arizona alone the company operates four divisions: one in Tucson and three in Phoenix, under the direction of John Chadwick, Arizona division president.
Bob and Karen Schroeder, owners of Mayberry Homes in Lansing, Mich., have only been in business since 2002, yet they have garnered more awards for customer satisfaction than most veteran builders. Mayberry Homes caters to first-time home buyers and those moving up from starter homes, as well as higher-end empty nesters.
Mattamy Homes has invested time and resources trying to empower its employees to deliver outstanding customer service — not an easy task for an organization that builds more than 4,500 homes a year.
At The Green Company, 97.5 percent of customers would recommend it to others and 55 percent of the company's actual sales come from buyer referrals, thanks to a unique brand of customer care. This fact, in combination with the excellent customer experience surveys, puts this builder No. 1 in North America in customer satisfaction.
NRS reports its annual Customer Satisfaction Awards. The 2006 NRS Awards presented by Professional Builder recognizes builders based on the results of surveys completed by home buyers across North America.