I know that my famous last words are “Customer Service is the face of the company”, and I use that phrase whenever I see builders forgetting that fact. I would have to say that most builders understand that customer care is key when it comes to dealing with their purchasers/homeowners, and that they depend on their Customer Service department to ensure quality assistance. This just makes sense. Who do the purchasers deal with after they have purchased their new homes? Customer Service. Who is responsible to make sure that deficiencies are completed in a timely manner, (and there are deficiencies no matter how trivial)? Customer Service. Who is always available to answer questions, clarify procedures and just be there for support? Customer Service. That is why a savvy builder will put together the best team possible to represent their company.
It is human nature that people talk about their experiences, and a new homeowner is no different. They will either give kudos to their builder for a job well done, and enthusiastically recommend them to anyone who is looking for a new home. Or, they will shout from the roof tops to stay away from a builder. Homeowners are the builder’s bread and butter, and they want their homeowners to sing their praises, so naturally the best way to have them do that is to give them a quality product and exceptional customer care.
I have written about this before, but with the BILD awards just behind us, it reminds me that many builders can reach their goals of excellence by including outstanding customer service. Customer Care and the New Home Builder go hand in hand, it truly is a no brainer.