Closing delay. Buyers sat waiting for 35 minutes at the closing office with no explanation, no offer of refreshments. When the husband tried to ask the receptionist what was going on, her response was, “I don’t know what’s wrong but they’ll come out and get you when they’re ready for you.”
People feel important when we pay attention to them, notice their comfort level, and respond accordingly. First choice of course is to avoid such delays. Should one be unavoidable, a hospitable attitude would be in order. Wherever buyers transact business in the home building process, they should be treated like guests in your home.
Warranty inspection. The homeowner’s disappointment was readily apparent. She had expected repairs and she got an inspection. When she asked when repairs would actually occur, she got a long story about how the trades in the region were overworked and it might be weeks before she heard anything more. When the homeowner raised objections she was told how excellent the builder’s service is and that she should feel proud to own such a lovely home.
The simple step of explaining the purpose of this meeting when the appointment was set would have prevented the first disappointment. At that same time a heads-up like this one would soften the delay: “This area is so popular that the trades are scrambling to meet the demand. Service is a bit slower than any of us like right now. However, we monitor every work order and see to its completion.”
Some of these service blunders are simply due to poor communication skills, some show a serious lack of empathy, and some are just plain rude. All of them put customer satisfaction at risk by making the home-buying experience unpleasant. With thought, planning, and training of front-line personnel, you can make the experience enjoyable from start to finish by taking care of the details.
Carol Smith offers customer service assessment, consulting, and training programs for home builders. She can be reached at csmithhomeaddress@att.net.
