Homebuilder #1 Referral Driver: Keeping Buyers Informed
Eliant, the home building industry’s largest firm specializing in managing the consumer experience, notes in a recent Builder & Developer article that the single largest referral driver is how well the builder keeps buyers informed regarding the status of construction!
|Keeping Your Buyers & Homeowners Informed 24/7|
That statistic is part of a very interesting article by Bob Mirman, Eliant’s founder/CEO, as he points out similarities between hospitals and home builders.
Hospitals & home builders, you might ask? Drill down a bit: patients and home buyers are anxious, worried, confused and scared as they’re involved in an unfamiliar environment. Not for the same reason but.. still concerned. Mirman suggests empathy goes a long way towards making everyone feel comfortable.
Mirman’s second point is the value of contact when delays are encountered — or anticipated. He suggests asking: do your employees proactively reach out — and how?
The third and most critical point is the impact of status updates — and isn’t that the case with most consumer-facing businesses? Mirman noticed and appreciated the daily calls from the assigned staff internist. He knew he’d get the latest information and didn’t need to worry about voicemail, missed calls or miscommunication through a 3rd party.
Think about your operations: how do you keep buyers up-to-date?
We’d like to suggest taking a look at CPS’ FieldCollaborate with its Portal. Your buyers have access, 24/7, in real-time, to stage-of-construction photos and schedules. It’s their “piece of the pie” automatically generated from use of FieldCollaborate’s construction scheduling application. Tie it to your website and other than taking photos, no extra work is needed on your part. Status updates are automatic, always visible and right there, 24/7 — on their desktop, laptop, phone or tablet!
Referrals can be a key sales driver; we’ve just learned that status updates are the #1 key referral driver!