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5 Customer Service Tips for New Home Builders

Multiple studies have shown that consumers’ top priority (surpassing even price) is personalized attention. People want to be treated as individuals, not just job numbers. At the same time, the process adjustments needed due to the pandemic increase the challenges for meeting this need.

Homes are seen as safe havens (Faith Popcorn’s trend “cocooning”). This powerful market driver results in buyers expecting more design choices, regular updates, and close involvement in the build process. Yet currently, to function safely for everyone involved, builders are implementing virtual meetings and video tours in addition to using masks and social distancing for more traditional meetings.

How can professionals straddle the need to keep all parties safe and still create a genuine sense of connection and personal attention? The answer is in the details.

  • In virtual meetings, take time to chat about family, work, hobbies, and other non-house related subjects. By asking buyers to complete a profile questionnaire at the point of sale, builders can become aware of personal interests.
  • Follow up these meetings with a handwritten thank you note, again working in some personal detail, perhaps something mentioned during the meeting.
  • Ensure prompt attention to any open questions. Increase the number of updates by phone or email—using the customers’ preferred method.
  • And discuss the need for masks and social distancing at in-person meetings early, framing the conversation with an emphasis on safety for everyone.
  • Make it clear to homeowners that reported warranty items will be addressed even if done so more slowing due to precautions and without regard for the warranty expiration.

While the open-ended nature of the virus catastrophe is uncomfortable, you can reassure your home buyers that you are working creatively to fulfill their needs.

Stuart Siegel

About the Author

Stuart Siegel Stuart Siegel has worked in the Financial and Home Building industries for over 30 years, including immersion into day to day operations and overseeing the implementation of technology to automate processes. He has managed numerous consulting projects, including business process transformation, system assessment/selection, and workflow analysis and solution implementation.