Builders: Smaller in size? Add Focus to Actionable Customer Service
Smaller Means You Can Be More Nimble
Recently, there’s a great Frank Anton article in Builderonline: Three Ways Small Home Builders Can Be Big Winners — it’s worth reviewing; you can read it here.
Anton notes he’s “big” on stats & trends — and in the 45 years he’s been around the the housing business, he’s usually been on the right side of predictions. One he missed: how large the “majors” would become.
But, he says, smaller builders and those in smaller markets are in a great position. They’re not occupying the same “space” as the NYSE builders.
Smaller Allows You to Focus on Personalized Customer Service
SST is a Preference for Many
Self-service is one of those quickly evolving expectations. Today, self-service is not only a solution but a preference for many — regardless of age.
Use SST as Your Concierge
SST Delivers Information Quickly, Concisely and When Requested
- Online, real-time sitemaps – Let your home shoppers know the details as to what’s available; over 90% are going online so why not provide key info from the get go?
- Construction status updates – How about using your construction software’s Portal to deliver weekly “stage of construction” photos?
- Stage of the sale updates – Use your CRM system to deliver automated emails letting your buyers know where they are in your 10-point buying cycle
- Focused Warranty reminders – Setup a schedule using your warranty software for automated email reminders: Fall gutter cleaning, Holiday light tips, Spring lawn advice, Summer air conditioning advice are just a few examples. You might be sending them to multiple individuals but they’re offering specific, actionable information that your homebuyers can put to use.