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If you thought the proverbial customer from hell was tough, wait until you meet the recovery customer currently on the horizon--or already in your office. Consider some of the contributing factors--
- With unbridled home appreciation and easy loans distant memories, builders find themselves facing a more conservative and less trusting home buyer–one who requires a different approach to service.
- Meanwhile, as a result of a homeowner complaints, governments, attorneys, and insurance companies are adding to the challenge with new requirements.
- At the same time, within this tougher environment, you may find yourself with fewer staff members--many of whom are performing two (?) jobs or jobs for which they have had little training.
Super efficient and intensely focused, a Service Immersion will fine-tune company processes and skills quickly and effectively. Move forward with a powerful (and profitable) approach to service, a confident staff, and Service Immersion follow-up to ensure that your improvements take hold.
A Service Immersion begins with a two-day visit by Carol Smith.
- The first day is devoted to research including interviews and observation of each step of your process, a review of support systems and materials. Written checklists for each process ensure a comprehensive survey of critical details.
- On day two, the management team meets to hear findings and recommendations and set priorities. As part of this meeting, the company receives Carol’s exclusive Service Immersion Report Card–a concise action plan that allows you to prioritize initiatives, set realistic time frames, establish accountability, and measure progress.
- Later that day all available employees attend an afternoon seminar, The Service Horizon. This seminar was specifically created by Carol Smith to explain the changes in today’s home buyer, how builders can respond, and concludes with an overview of initiatives approved by your management.
Following the initial two-day visit and consultations you will have follow up conference calls with Carol Smith to discuss questions and keep your initiatives moving forward.
Are you ready to schedule your Service Immersion? Contact Carol Smith today.
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