How to Lose a Happy Customer
A sad story about how a builder goes to the trouble to find a great piece of land, build a good house, do all of the hard stuff well, then blows it over four or five details
Sales
Queen Elizabeth II: The Reckoning
The lesson of the two Elizabeths is that as an industry we must begin to see salespeople in a holistic manner, as complete members of the team. It's no longer enough to simply bring in the bucks
Lesson on the Road to Everywhere
The legions of hard-working immigrants that enable our livelihood go mostly unnoticed. Get out to the jobsites and listen to their stories—their journeys of what they left behind
Customer Satisfaction
The Customer Experience: Overpromised and Underdelivered
Avoid flying into the customer expectation trap
Strange Bedfellows: Uncertain Economy + Business Plan? Yes
Even during days of economic uncertainty, try to stick to your company plan
Labor + Trade Relations
Becoming the Builder of Choice
Building as usual is no way to survive in a tightening labor market
New-Home Sales
The Sales Dream Team: Who Will Be My Role Model?
About two years ago, I shared the frustration of many builders who had tried in vain to crack the paradigm of the 'typical salesperson'
