• Observe company interactions with customers from sales through warranty.
• Analyze procedures for customer processes such as selections, scheduled construction meetings, site visits, orientation, and warranty.
• Evaluate documents and materials your customers receive.
• Survey or interview homeowners, company personnel, Realtors, and trade contractors.
• Evaluate staff levels, costs, reports, and interpret satisfaction survey results.

The assessment report highlights growth opportunities–often uncovering characteristics which, because of your own familiarity with them, may have gone unnoticed. Where change is called for, your options are listed, supported with objective analysis of the pros and cons of each. Staff training needs are identified and prioritized.

The comprehensive nature of the assessment process combined with the resulting recommendations mean that the time and energy you invest in your service program produce the results you want–

•  Maximize your service image and reputation.
• Increase repeat and referral buyers. Decrease conflicts, related costs, and brain damage.
• Attract the best employees and trade contractors.
• Refine your customer service training for all functions.
• Promote company prestige, pride, and personal satisfaction.

Follow up support in the form of materials development, training design and implementation, workshops, and issue consultation are planned as needed based on your needs and choices of initiatives from the assessment report.

Avoid re-inventing existing wheels when your main focus is building homes. Schedule a Customer Relations Assessment and let Carol Smith help you establish up-and-running service practices.

Contact us to schedule an assessment