More Services:
Real Shops | Real
Insights | Real Issues
REAL ISSUES
If she were old enough
to be buying a home
she’d probably be suing her builder.
For much of America, buying, building and moving into a new
home can be an agonizing experience. No one knows that better
than the home builder. Unhappy owners can cost you tons of time
and mountains of money. And often before you know there’s
a problem, the damage has been done. That’s why we created
our Real Issues customer feedback
system. When we talk with client prospects here are the questions
they usually ask:
Q. We waste a lot of time
dealing with buyer complaints. What can we do about it?
A. No one knows better than you what a complex, time
consuming and demanding job it is to build a new home. Some
buyers become frustrated by the process. Many refuse to recommend
their builder to friends. Some threaten to sue. Others actually
enter into litigation. All of them can eat up valuable hours
of your time. Yet, you can cut the number of unhappy buyers
by finding out why they’re displeased and taking appropriate
action before it’s too late.
Q. How can we obtain this
kind of information?
A. A good number of years ago we developed a Real
Issues customer feedback system that allows
us to interview buyers and find out, scientifically and specifically,
what was making them happy or unhappy.
Q. What have you discovered
from your interviews?
A. That unhappiness can come from a number of sources.
We check them all – sales, construction, financing,
options, walk-throughs, escrow, warranty, quality of work,
layout and design, delivery. Well, the list goes on.
Q. How do you report your
findings?
A. Our interviews with your buyers result in detailed,
in-depth and very revealing information which is assembled
in an internet-based reporting system that’s easy to
use. The system allows your management to take immediate action,
to make assignments for follow-up, and to track activities
for accountability.
Q. Isn’t timing
very important?
A. Absolutely. That’s why we offer a series
of interviews which we refer to as Milestones. The first takes
place shortly after purchase. The second, about 30 days before
close of escrow. The third, about 30 days after close of escrow.
And the final Milestone is conducted approximately four months
after close of escrow.
Q. The process sounds
awfully negative. How about the positives?
A. Our Real Issues customer
feedback system has been designed and refined to the point
where it uncovers areas where management can improve a person
or a process and areas where work is on target and eligible
for commendation. In many respects, the system is the ideal
management tool!
Our Real Issues customer feedback
system is an intelligent and up-to-date approach to sharply
reducing customer complaints, freeing up staff and management
time and avoiding all the problems that come from having unhappy
homeowners.
1730 East Warner Road, Suite 10-155, Tempe,
Arizona 85284
480-839-0870 Fax 480-452-1108
|
