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.
Satisfaction Brings Referals
Satisfied customers work overtime for their builders.
Satisfied customers work overtime for their builders. When customers are almost completely satisfied with the building process, they give their builder six or more referrals. The consequences for not satisfying (below-average customer satisfaction): no referrals. Bottom line: When you keep current customers happy, you ensure a larger pool of future customers.