Do you know what your customers are thinking and feeling?

We do!

You may be perplexed why some customers have zero problems, while others are annoyed by the least little challenge.  We all have different life experiences that shape our perceptions and no two people will have the same perception of any event.  The more you can discover about your customers, the more you can influence these perceptions.

The most effective way to learn what a customer is thinking and feeling is by talking with them.  You gain important insights while demonstrating your care and concern - an invaluable advantage in customer relations.

Conversations with Prospects and Homebuyers

Talking with prospects and homebuyers and asking them questions probably seems like a pretty straight-forward process.  However, we've found it's absolutely critical to do five things right in order to collect the best insights.

1)  Ask the right questions: Some questions collect invaluable insights while others just generate mildly interesting data.  We have specialized in interviews with new home prospects and buyers for 30+ years, so we're experts in knowing which questions will collect the most valuable insights for each customer and project.

2)  Ask the right questions the right way: Questions can be written in such a way as to be confusing, or worse, misleading.  We're experts in knowing how to phrase questions to collect the best possible information for our homebuilder clients.

3)  Have the right person conduct the conversation: It takes a specific combination of skill and experience to be an effective telephone interviewer: someone who can conduct a conversation that keeps the customer engaged, guides them without biasing the responses, captures and accurately records valuable insights, and all the while maintaining a good experience for the customer.  Our interviewers have been talking with prospects and homebuyers for a minimum of 15 years.  Their many years of conversations have given them an in-depth understanding of what a prospect or homebuyer is experiencing during the shopping, buying and owning process.

4)  Have the best reporting presentation: If you're only looking at a few interviews at a time, it's easy to look at results.  Evaluating the information in 20, 30 or more interviews is an entirely different matter, especially with a lot of open minded comments such as how a prospect viewed a community or what a homebuyer thought about a construction walk- through.  We have conducted literally hundreds of consumer research projects, and have developed the best software and tools to produce an easy-to-analyze presentation of the results.

5)  Have the right person analyze and interpret the responses: Once data has been collected and compiled, it can only be valuable if the analyst has expertise in interpreting the results and developing recommendations.  Our consultants have reviewed the results of tens of thousands of interviews, and regularly consult with sales and marketing management and staff to identify the true causes behind under-performing communities and challenging customer satisfaction circumstances.  The consultants' experience, insights and creativity will help a homebuilding team improve their understanding of their customers to generate more sales and improve customer satisfaction.