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Customer Service Podcast

Introduction: When we build a customer a new home, we provide a safe place for others to live. We must focus more on building an experience and a home. 

When we go out to dinner, are you just going to eat? We are paying for the environment, great customer service, food, and an experience we look forward to telling our friends about. 

Vendor of the week: Next Level Stairs LLC out of Petersburg Va. 

Customer Service is essential in homebuilding. When you consider that building or buying a home is a significant investment and that customers want to feel comfortable with their purchase. 

The home-building process is complex and can be overwhelming for customers. We must have a simple process and extremely warm handoffs between each department. 

Who is customer service? Production? Sales? Support staff? Warranty Department? 

What are five ways that we can improve our customer service today? 

1. Communication 
   1. Updates
   2. Schedule
   3. Process communicated
2. Responsiveness
   1. Treat service with urgency
   2. Provide a response to help (don’t fall in the trap of blaming)
3. Honesty
   1. Don’t ever lie or try to BS your client
   2. If you don’t know, write it down and let them know you will get back to them.
4. Alignment
   1. Ensure a playbook is adopted
   2. Everyone on the team is on the same team
   3. Don’t blame one another, it just makes it worse
5. Follow Through
   1. Do what you said you are going to do
   2. Ensure you are scheduling and maximizing the time you are asking your customer to take off from work. 
   3. Paperwork to document the items
   4. Signed off paperwork
   5. Close items only once it is signed and documented

Conclusion: Overall, good customer service can help build customer trust and loyalty, leading to positive word-of-mouth referrals and a strong reputation in the industry. 

#production #warranty #success #homebuilder #customerservice #improvement #process #playbooks #construction #coaching #projectmanagement

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Carolyn can be found on LinkedIn at:
https://www.linkedin.com/in/carolyn-mcmahon-937b89158
Joshua can be found on LinkedIn at:
www.linkedin.com/in/joshuamcmahon15
Email for feedback, questions, complaints, etc:
[email protected]

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