Could some of the most in-demand housing markets be cooling off?
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.
With rising interest rates and a softening market, many builders face high cancellation rates as customers reconsider and or walk away from their original purchase decision. Although no builder is immune from cancellations, builders and sales agents can use several strategies to minimize cancelled customers.
Today's customers pay attention to how they are treated and remember the experience they have while working with a sales associate. To a customer, a great experience comes when the sales associate does something that adds value to their visit and their customer's shopping agenda ahead of their own selling agenda.
Before you begin heavy cost-cutting, you should implement a quality improvement program to rebuild your processes and become more proficient. That way, you can make the right cuts without gutting your key resources and jeopardizing your future.
Inspiration in a nutshell. Here are the results of the Housewarming Gift Contest that Professional Builder held for its readers back in July. The online version of the article contains more information and all of the submissions we received. Enjoy!