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| 2007 Customer Relations Summit |
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2007 Customer Realtions Summit Course Descriptions The Service Horizon You’ve worked hard on delighting customers and measuring their satisfaction. You’ve revamped procedures, revised documents, and trained personnel. Referrals are up and conflicts are down. Where can you go from here and how do you get there? Gain perspective on where service is heading next, how to hang onto the strides you’ve made, keep staff enthused, competition at bay, and buyers coming back. Business Casual 101 Reviewing the sensitive area of managing an employee’s personal appearance in the work place, supervisor will learn how to handle complicated and potentially awkward situations involving hoe their employees dress and the image they portray to customer and co-workers. The program also explores different options for written policies, discusses the best approach to take if you have to discuss an appearance issue with an employee, addresses potential discrimination risks, and offers suggestions on how to introduce a new standard for your organization. Customer Meetings, I The topic of customer meetings has become so important we are devoting two time slots to it. In Part I you’ll see how a grid system for planning customer meetings makes quick work of developing procedures. The unique Customer Meeting Matrix applies a five step method to creating your meeting processes and ensures consistency across all routine meetings. Add to this foundation ten specific skills and your front line will be managing meetings successfully in no time at all. Customer Meetings, II Just when you thought there couldn’t be anything more to say about customer meetings, our second session gets started. In Part II we drill down to examine the fine points of two critical customer meetings every builder needs to manage well to achieve customer satisfaction: the pre-delivery orientation and the standard warranty visit. Applying a quality management mind-set to the fine points, this class demonstrates how the systems discussed in the first session provide a frame work for managing all aspects of your meetings, making them both fun and effective. Assessing the Assessments Current research tells us that customers expect an increased focus on the entire experience of building their new home. This program presents insights into the sales, design, mortgage, construction, closing, orientation and warranty processes gained from customer relations assessments conducted by Home Address over the last decade. Offering valuable insights into departmental interactions and the importance of consistent and effective communications, policies and procedures, attendees will learn from real life examples how one process validates or invalidates the efforts of another. To the Moon Too often, the only time you hear from existing customers is when there’s a problem. For homebuilders, most of those issues concern the maintenance and/or the warranty for components in their home. Have you developed best practices that not only ensure continuous customer satisfaction, but reduce the volume of problem calls and your exposure to arbitrations or lawsuits while still proactively promoting your brand? Hear tips on how to accomplish these worthwhile objectives in this dynamic seminar. Service Grammar Builder documents frequently contain errors which go unseen by personnel but not by customers. When contradictions and mis-information circulate customer satisfaction is put at risk, and along with it the quiet enjoyment of your work day, company profits, and reputation. Hear tips on how to bring the volumes of paper in your process under control and keep it under control–from the sales office through warranty. Class materials include samples taken from actual builder documents with the names changed to conceal the embarrassed! On with the Show! A take charge enthusiasm combined with a well-planned and thoughtful program puts you in charge–to the customer’s benefit. Not only will buyers believe and understand what you say, they will be pleased to hear the information. Communication techniques that show self-confidence and conviction result in customer cooperation and satisfaction–to everyone’s benefit. You’ll appreciate hearing this collection of quick, easy to implement tips for getting homeowners to follow your procedures, and enjoy doing so. Buy-In Bonanza Beginning with the sometimes intimidating topic of “change” and ending with suggestions that target keeping staff energy levels high, this session will help you make gains faster and hang on to them once you’ve got them. Have you noticed that personnel roll their eyes when your present the latest customer satisfaction survey summary? Do your superintendents contend that the quality assurance reps are inconsistent and unreasonable? Does Warranty complain that Sales fails utterly to present warranty details to home buyers? If so, you’ll love this class! Open Forum Issues and Answers However much we cover in this two day schedule, we’ve found our attendees still have unanswered questions. This program provides an opportunity to discuss those topics with a cross section of experts from all over the country. Submit your issue in writing ahead of time (form provided with registration confirmation) or raise your hand during Open Forum. |
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