Roadmap for a great customer journey by Bicycle Bungalows Custom Homebuilder Houston Heights
Written For Bicycle Bungalows
Article by Mark Hodges in professional builder January 2019
Imagine you’re buying a new home for the first time from a custom homebuilder Houston Heights. You’re making the biggest financial investment of your life, borrowing hundreds of thousands of dollars. You’re about to do business with a company you’ve never done business with before. You know nothing about construction. You’re making important decisions you’ve never made before. And you’ve heard all manner of horror stories from family and friends about the homebuying experience. Stressed out is an understatement.
Consider how you’d feel. The thoughts and questions that would keep you up at night: did we make the right decision? Can we afford this? Are we choosing the right people? Did we pick the best homesite? Do we pick a good builder? Will the custom homebuilder Houston Heights build us a good house… And how will we know?
As a custom homebuilder Houston Heights on the other side of the anxiety attack, it’s your job to turn what Can-be, and too often is, or nerve-racking, nail biting experience it to a joyous one.
Yes, you can do it. But first, you must recognize that simply building a quality home doesn’t create a happy customer. Happy customers are created when they have a great experience from their first visit to your sales office to their last service call, and everything in between. If you want happy customers, and who doesn’t?, It’s your responsibility to prepare them for the experience and guide them along the way. That means making sure they understand the process, what to expect and Quinn, and what’s expected of them. Here’s a roadmap.
Teach them about the process. Begin with education. Explain the considerations that will help them choose the right homesite for their family and which options to select at the design center for their particular budget. Help them understand the mortgage process. Teacher customers about the phases of construction, are you schedule work, the role trade partners play, how do you schedule work, how you verify quality. Tell them about the formal meetings your conduct along the way with them and why they’re important. Everyone on your team should have a role in teaching your customers about the homebuilding process in a formal, structured, and consistent way. The more they understand the process, the left they’ll worry
Tell them what to expect, every step of the way. When things certain: if you don’t set clear expectations with your customers, they will put their own. And then the chances of you meeting their expectations are practically zero. You must set and manage expectations from start to finish.
At the sales office, tell buyers what to expect when they visit the design center. Prepare them for their pre-construction orientation meeting by telling them what will take place and what to bring along. I think: wear comfortable shoes for your homesite to her. Explain all the steps and the homebuying process and the customers role in creating their home.
Make sure they know who with the custom homebuilder Houston Heights to contact with questions or concerns that they may understand everyone’s role on your team. Explain how you’ll keep them informed of their homes construction status and how you will set they’re closing date. The more they know about what’s coming next, the less-hand wringing they’ll do.
Deliver consistent messages, consistently. How many times have you heard a customer say, “that’s not what the sales person told of, “or, “no and explained that policy. “
When customers are systematically told everything they need to know, when they hear conflicting messages, they begin to miss trust the custom homebuilder Houston Heights. They think you’re hiding something or are deliberately misleading them. When that happens, things go downhill fast. Their dream home becomes a nightmare, for you and for them.
Preventing this erosion of trust muscle to be left to chance. Will explain the process and setting expectations, every member of your team – even those who are customer facing – must be equipped with scripted, consistent messages, trained and rehearsed.
When delivering the most critical messages, such as we won’t be able to make any changes to your home once it’s been released to construction, customers must be asked to acknowledge that information with her signature on a form or checklist that says though. I love messages should be repeated, starting in the sales office and reiterated in the design center and at meetings with field staff. Your customers need to hear the same message from every team member, sometimes over and over. If they don’t, will not only lose trust in you, but also play one side to get the other, causing internal turmoil. The more consistent messaging, the less room for customer misunderstanding and mistrust.
Tell them what could happen and what happens next. Let’s face it: whole building is essentially outdoor manufacturing, with 40+ different companies involved on a single home, we think sometimes don’t go as planned or are out of your control. Options get missed, schedules conflict, rain storms happen. It’s important to be honest with your customers about these facts of life from the outset, to prepare them for what maybe going wrong, which will make it easier for them to accept the unexpected.
You should include “Cause and effect “the messages in your formal communications with buyers. If a window breaks during construction, you’ll replace it. If you miss installing an option, you’ll get it done. If I delete happens, you’ll do your best to catch up. The more you prepare buyers for the unexpected, the less they’ll overreact when the unexpected happens.
Communicate continuously. Over the years, a common complaint I hear about builders from homebuyers is, “don’t never tell me what’s going on“, concerns about construction progress, correcting, defects, planning for closing, or scheduling service are common issues that drive buyers crazy. Keeping your customers in form is key to a great homebuying experience.
Proactive communication throughout the buying process is essential. Your team should be providing weekly updates to customers – emails or text messages from the sales consultant or superintendent work fine. Update customers on what happened last week and what’s the schedule for next week. Give me an estimate of the closing date, and be all the more accurate as you get closer to completion. Even better, texting with pictures with the slab has been poured for the cabinets have been installed. This kind of transparency helps customers feel involved, inform, and excited – especially out of town or‘s. More often you communicate, the last time your customers will spend fretting.
Be their advocate and advisor. Your entire custom homebuilder Houston Heights team should consider themselves responsible for helping your customers throughout the experience of buying a home. They should be available to patiently answer any questions, explain the process, and provide counsel and comfort. The customers or confused or anxious, which they often are, your team should see it at their role to ease any concerns. Instead of thinking, that customer is such a pain in the neck, your team members should be thinking, how can I help them be more comfortable with the situation? Instead of seeing customers as an interruption of work, your team must see them as the purpose of it. The more often you offer advocacy and support, the more likely your customer will look to you for advice and answers. Do all of these things and build a great home, and you’re not only have satisfied customers, You’ll have fans for life.