5 Steps to Restore Customer Confidence
When things go wrong on a project, your ultimate objective should be to not only resolve the issue but to restore customer trust and confidence. Here's how
6 Keys to a Recognition Program That Improves the Customer Experience
Follow these steps to create and implement a program that rewards your superstars and boosts your CX scores and referrals
Strive for Perfection
Even an attempt at perfection is difficult, but if you set perfection as your company's goal and everyone involved strives for it, you'll be winning against the competition, regardless
Customer Experience Metrics: How Builders Can Use NPS
When it comes to measuring customer experience, the Net Promoter Score is an underrated and misunderstood metric in the housing industry. Here’s how to use NPS to gauge customer loyalty and boost referral sales
Builder Reputation Basics: One Make-or-Break Factor You Can't Miss
If you do nothing else, do this one thing to ensure you have a great relationship with the client right from the start. Your reputation depends on it
How Can Home Builders Create a Better End Product for Buyers?
Housing Design Matters offers ways home builders can improve a homeowner’s experience
Improving customer service
I have personally seen organizations that have used initiatives to drive service excellence and have created for example 98% customer satisfaction…
Team - There is no "I," but the "A" is for accountability
Team sports analogies have long been used in home building for obvious reasons. They both have the common component of individual performances…
Are you listening to your remodeling clients?
A recent experience got me thinking about how companies all-too-often fall back on financial incentives when dealing with an unhappy customer, yet…
Customer Satisfaction
Customer Satisfaction: IQ Versus EQ in Home Building
Home building is an extremely complicated business and as such requires very intelligent people and systems. Think about it for a second. To…
Customer Satisfaction Blog - Vampires!
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…
75 years of people, ideas and trends in home building
In honor of Professional Builder's 75th anniversary, we profile pioneering figures, breakthrough ideas, and transformative market trends that have shaped home building since 1936.
Pulte introduces iPad app
The home builder Pulte is launching a new iPad application geared toward home buyers
Have you set customer satisfaction goals for 2012?
December is often the time of year that many home building companies finalize their 2012 goals and budgets. Management meticulously reviews past…
The Rear View Mirror - Goodbye 2011!
When we look into our car’s rearview mirror we see where we have been, as well as the distant horizon; the vanishing point of times past. In the…
Black Friday - Where Were The Builders?
The 2011 “Black Friday” sales numbers are in and show a pleasantly surprising 16% gain in year-over-year retail sales! Some economists, pollsters…
