The 2013 BPAA winner for customer satisfaction shares its Golden Rule for creating fans.
A customer service dynasty would be just fine with Daniel Schmitt, president and COO of HHHunt, which won its third-consecutive Builder Partnership Achievement Award (BPAA) for delivering the highest level of customer satisfaction.
HHHunt Corp. launched its home building division in 1992.
HHHunt(ing) Tips for Capturing ReferralsCall it delighting the buyer or creating raving fans, but here are a few practices that HHHunt uses to deliver customer satisfaction.? During the preconstruction meeting, managers give the buyers a company-branded mason jar with dirt inside taken from the construction site of their new home. Customers typically experience buyers remorse after signing the contract, but the jar of dirt can reactivate that sense of excitement during the beginning of what will be a long process. As general manager Mike McLendon says, homebuilding is one of the few industries where customers actually see the sausage being made.? For the final inspection, HHHunt rolls out the red carpet for the buyers right to the front door. The customers also are presented with a gift basket to once again make this part of buying a new home an experience to remember.? Customers will associate a clean job site with a quality-built home. So the builder expects subcontractors and suppliers to keep the site orderly and broom clean. If a sub shows up to a work area that was left messy by another subcontractor, they have to notify HHHunt; otherwise, that crew will be held accountable for cleanup. ?The things that get done are the things that get measured, and when (the trades) saw us come out weekly and walking the job, they knew we took (cleanliness) seriously,? McLendon says.? Communicate bad news sooner rather than later. Customers can adjust to problems and delays during the process much better than they would upon learning at the 11th hour that their closing will be delayed by a month.
The Builder Partnership Achievement Awards (BPAA) were created by Builder Partnerships, a networking organization based in Littleton, Colo., to provide home builders with third-party validation from a credible source. Teams of industry experts survey home builder customers, analyze results, benchmark the applicant's performance, and validate the results for BPAA achievement level. The BPAA is awarded in two classifications: "Distinction in Customer Satisfaction" and "Highest Distinction in Customer Satisfaction."