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.
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!
Many home builders invest in customer service training for their staff with the goal of providing an outstanding experience at every phase of the home-building process. As commendable as these efforts are, they will always fall short if the company's leadership doesn't model attitudes and behavior.
The Estridge Companies in mid-February unveiled a design studio and corporate headquarters in an unusual place — a mall — giving the company a new way to brand itself in the communities it serves. And if the concept works the way the firm's principals envision, the Carmel, Ind.-based custom home builder could be blazing a new path.
Though few home builders see the value in partnering with their customers, those who do have greater customer satisfaction scores and more referral business.
Corporate Profile: KB Home Nevada is a division of KB Home. Headquartered in Las Vegas, this division serves the Las Vegas metropolitan market—including a growing number of communities in Summerlin and Henderson—selling and building single family homes.
Every business encounters unhappy customers, even when they've received the best service and products available. For home builders, these potentially hostile homebuyers can present serious problems. Enter the Builder SWAT Team concept, which can serve to help maintain good customer relations and a reputable public image.
Find out about five home builders that get customer satisfaction right. If you have not yet spent time on the J. D. Power public Web site and perused the rankings by builder and by city, you should. The data is both fascinating and revealing.