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A must-have book for owners, vice presidents, department heads, and managers who:

• Believe good service should add to profit, not eliminate it
• Want buyer satisfaction ratings that make competitors ask, "How do they do that?"
  
• Expect that service excellence will generate referrals and repeat buyers
  
• Believe that they owe it to their buyers to make the home buying experience enjoyable
  
• And to themselves and their employees to make daily work gratifying
  

In Customer Service for Home Builders, Carol Smith provides straight forward answers to these challenges. The clarity of this concise presentation of service essentials will empower you to create the service culture you envision. Based on current best practices, the practical procedures, forms, and training techniques have been tested and proven to work with today's home buyers, Carol breaks the subject matter into two parts:

Part 1, Service Infrastructure

• Staffing
  
• Quality Management
  
• Documentation
  
• Internal Communication
  
• Service Policies and Procedures

• Aligning Expectations
  
• Preliminaries
  
Customers and Construction
• New Home Delivery
• Warranty Service

Throughout the home buying-building-owning process, hundreds of opportunities to delight and amaze clients exist. The methods outlined in Customer Service for Home Builders include such initiatives--an emphasis on making the entire experience a positive one. This cohesive approach will make your company stand out in a crowded marketplace.

Availiable at BuilderBooks.com, click here to order.

NAHB member: $38.95 | Non-member: $43.95

pages: 116 | published: 2003