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Customer Relations Assessment
 
Blue Line
 
 

Customer Relations Assessment

A Customer Relations Assessment is a comprehensive review of your company’s service efforts. The end result is a written report that provides a "you are here" perspective on your current service program and staff. The Assessment begins with an on-site visit of three to five days to–

  • Review 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.

Contact Donna Boals to schedule an assessment