Maintaining customer confidence creates a strong foundation for referral sales
Customer-centric home builders know that constructing a high-quality house is not enough in today’s competitive industry. These home builders realize that increasing referral sales rates requires high-quality customer relationships, too. The key is to develop a strategic plan designed to nurture the type of relationship that will maintain customer confidence throughout the long and arduous home building process.
Top 5 areas of customer confidence gain1. Clearly describing the home’s included versus optional features2. Teaching the customer what happens next and guiding the customer through a friendly and predictable process3. Executing a strategy to maintain customer confidence throughout the many stressful transitions that occur (e.g., design studio, mortgage, construction, closing, and warranty)4. Delivering a clean and complete home; if any open items remain at the time of occupancy, resolve those items immediately5. Smoothly transitioning the customer into the warranty phase with a completed home and education about the warranty process
Top 5 areas of customer confidence loss1. Periods of more than seven days without a proactive outreach or update from the home building team2. Reactive communications, i.e., waiting for customer questions3. Handing off the customer without a personal introduction and confidence-boosting strategy4. Delivering anything less than a clean and complete home5. Not staying in touch with the customer post occupancy