What I don’t understand is why some builders don’t understand the words “Customer Service”? Why do builders have a Customer Service Department if they do not really service their customers?
Oh believe me when I say that I know exactly how difficult customer service can be. I worked in that department for over 14 years, and yes, it can be a thankless, stressful job, but that department also has to realize that they are dealing with human emotion. Some of their purchasers have never bought a new home before and really don’t know what to do. Yes, there is Tarion who does provide information, but think about it, if you have never been involved in the home buying experience, don’t you also want to know that you can call your builder’s Customer Service Department and receive some support?
It frustrates me when I have clients who call DF Consultants after the Pre Delivery Inspection extremely upset because of the treatment that they have been receiving from their builder. Our team then takes them by the hand and walks them through the procedures and the policies that are all part of the new home buying experience, and then we answer all of their questions. I can happily say that our clients walk away from us feeling so much more confident and with less stress all because they now understand what to expect. Very simple, yet very important!
Builders, not only is your job to build a wonderful product that people want to buy, but you also are building relationships with people who you want to love the whole package. I do know that there are the Tarion guidelines that builders are required to follow, but that does not mean that your team can’t go above and beyond the rules at times to make sure your clients are happy. Nothing wrong with trying to go that extra mile.
Customer Service, as I always say, and it’s true, is the face of every builders company. That department is there to take care of your purchasers/homeowners. My advice to you is to make sure you have the best team possible, because without a great team a large part of your business is suffering. What makes a great team? Knowledgeable, compassionate and quality driven people who can work together successfully to ensure satisfied, happy homeowners.